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EXIN ITSM20F Exam Syllabus Topics:

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

Question 1

One of the activities of Problem Management is the analysis of historical Incident and Problem data held in the Configuration Management Database (CMDB) in order to understand trends.
Which aspect of Problem Management accomplishes this?

A. Problem Control
B. Identification of root causes
C. Error Control
D. Proactive Problem Management

Question 2

What is meant by the Urgency of an Incident?

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

Question 3

Which of the following is a best practice concerning information security risk assessment?

A. Information security risk assessments should be performed as a result of the review of every incident.
B. Information security risk assessments should be performed once a year.
C. Information security risk assessments should be performed at agreed intervals and be maintained during changes.
D. Information security risk assessments should be carried out by an external auditor to maintain objectivity.

Question 4

What is a parameter for measuring progress relative to key objectives in an organization?

A. Critical Success Factor (CSF)
B. Key Performance Indicator (KPI)
C. Service Improvement Program (SIP)
D. Balanced Scorecard (BCS)

Question 5

What may define the scope of Service Management in the Service Management plan?

A. the size of the infrastructure
B. the number of staff
C. the specific processes undertaken
D. the location of the services

Solutions: