EXIN ITSM20F real exam prep : 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. What is meant by the Urgency of an Incident?

A) the degree to which the incident gives rise to a deviation from the normal service level
B) the relative importance of the incidents when handling them
C) the degree to which the solution of an incident tolerates delay
D) the time needed by IT Services to resolve the incident

2. What is the objective of the service reporting process?

A) to produce agreed, timely, reliable, accurate information to aid decision making and effective communication
B) to document measures taken to manage information security effectively within all service activities
C) to minimize disruption to the business by using the information contained in reports in order to identify and analyze the cause of Incidents
D) to provide progress reports on the planning and implementation of service management

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

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

4. Due to excessive workload, the Desktop Support group has been unable to meet their agreed service levels. One of the major contributing factors is the time being spent in direct communication with users. Which Process or Function can help to alleviate some of this workload?

A) Level Management
B) Incident Management
C) Problem Management
D) Service Desk Service

5. Quality Management Systems can assist organizations in enhancing what?

A) ISO/EC 20000
B) Supplier satisfaction
C) Customer satisfaction
D) Relationship with third parties

Solutions: