EXIN ITSM20F Exam Questions : 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. 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 at agreed intervals and be maintained during changes.
C) Information security risk assessments should be performed once a year.
D) Information security risk assessments should be carried out by an external auditor to maintain objectivity.

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

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

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

4. 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

5. Through which process does the implementation of new or changed services, including closure of a service, need to be planned and approved?

A) Service Level Management
B) Change Management
C) Business Relationship Management
D) Release Management

Solutions: