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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

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

Question 2

What is known as a temporary solution that enables the user to continue working?

A. Workaround
B. Service Request
C. Request For Change (RFC)
D. Known Error

Question 3

A number of important documents are used within Service Level Management One of these documents consists of an overview of services and Service Levels offered.
What is the name of the document?

A. Service Level Agreement (SLA)
B. Underpinning Contract
C. Service Catalog
D. Service Level Requirement

Question 4

What is a Configuration Baseline?

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

Question 5

The Service Desk of supplier X continuous receives the same incident report. This concerns the latest version of a client-server application. The problem no longer occurs if the former version is re-installed. Because the cause of the incident has still not been traced, the supplier decides to advise the customers to temporarily install the old version, if the problem occurs.
What is this advice an example of?

A. Workaround
B. Request for Change
C. Problem
D. Known Error

Solutions: