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

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EXIN ITSM20F Exam Syllabus Topics:

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

1. Deming proposed a system of continuous improvement.
Which four activities does this system involve?

A) Plan. Do. Check and Act
B) Plan. Perform. Audit and Improve
C) Plan. Do. Evaluate and Act
D) Plan. Perform. Evaluate and Act

2. In the context of standards, what does the term "conformity" stand for?

A) Alignment of an audit nonconformity report to a re-audit report
B) Compliance with a requirement
C) Verification of supplier certification
D) Quality Management System certification by an approved body

3. Which process includes the responsibility of recovering the service as quickly as possible?

A) Availability Management
B) Problem Management
C) Incident management
D) IT Service Continuity Management

4. A Release policy needs to be documented and agreed. What must be included in the Release policy?

A) the Release dates
B) an analysis of the success or failure of
C) Releases Requests For Change (RFCs)
D) the frequency and type of Releases

5. Which process or function has the responsibility of distributing information to users?

A) Customer Relationship Management
B) Incident Management
C) Service Desk
D) Change Management

Solutions: