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EXIN ITSM20F Exam Syllabus Topics:

EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Sample Questions:

1. What is the difference between a process owner and a process manager?

A) a process owner is a director and a process manager is a manager
B) a process owner must have a Manager's Certificate and a process manager must have a Practitioner's certificate
C) a process owner will work directly with business leadership and the process manager only works within IT
D) a process owner is responsible for the effectiveness of the process and a process manager is responsible for the realization of the process

2. What is a Known Error?

A) A Problem that is resolved
B) A Problem that cannot be matched
C) A Problem for which the cause and Workaround have been identified
D) A serious incident whose resolution is known

3. What is the contribution of Availability Management to the Service Level Management process?

A) Availability Management provides information about the availability of the services being provided.
B) Availability Management acts in consultation with users to determine the availability of IT services.
C) Availability Management ensures that a Service Level Agreement (SLA) is available for all users.
D) Availability Management supplies data about the availability requirements of users.

4. What is a best practice for Capacity Management?

A) Decisions about service provision should be based on cost effectiveness comparisons.
B) The Service Catalog should be maintained and kept up-to-date.
C) A Capacity plan documenting the actual performance and the expected requirements should be produced at least annually.
D) The resilience of the infrastructure components should be measured and included in the Capacity plan.

5. What can be improved by achieving quality objectives?

A) Relationship with interested suppliers
B) Personal satisfaction of the Configuration Manager
C) Effectiveness of the service
D) Relationship with unauthorized patties

Solutions: