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EXIN ITSM20F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Management System (SMS) Requirements | 30% | - Organizational context and leadership
|
| Introduction to IT Service Management | 15% | - Core concepts of IT service management
|
| Operation of the Service Management System | 55% | - Supply and demand processes
|
EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Sample Questions:
Which process has the objective to ensure that the available supply of processing power matches the business demands, both now and in the future?
- A. IT Service Continuity Management
- B. Management for IT Services
- C. Capacity Management Financial
- D. Availability Management
Correct Answer: C ð³ïž
Which process or function is responsible for supplying first-line support and assistance in daily use of IT services'?
- A. Incident Management
- B. Service Desk
- C. Service Level Management
- D. Availability Management
Correct Answer: B ð³ïž
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 Requirement
- B. Service Catalog
- C. Service Level Agreement (SLA)
- D. Underpinning Contract
Correct Answer: B ð³ïž
What is used for the assessment of maturity of organizations?
- A. ITIL@
- B. CMMI@
- C. CobIT
- D. MOF
Correct Answer: B ð³ïž
What is a function of processes?
- A. They represent a complete set of monitoring options.
- B. They express the level of compliance with the requested quality characteristics.
- C. They complement descriptions of structural and organizational roles and responsibilities
- D. They describe vertical and horizontal escalation options.
Correct Answer: A ð³ïž
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