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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 a best practice for Capacity Management?

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

2. What is a Configuration Baseline?

A) A benchmark of the service provider's capability
B) A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time
C) The change requests allocated to a release
D) A configuration audit report

3. What is used for the assessment of maturity of organizations?

A) MOF
B) CMMI@
C) ITIL@
D) CobIT

4. What data is recorded when an incident is reported to the Service Desk?

A) the name of the person handling the Problem
B) the name of the person who approves the Request for Change (RFC)
C) the names of persons who are authorized to implement Changes in the Configuration Management Database (CMDB)
D) the name of the person reporting the Incident

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

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

Solutions: