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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 would increase the amount of detail in the Configuration Management Database (CMDB)?

A) Increasing the number of records in the CMDB
B) Increasing the use of the CMDB
C) Increasing the scope of the CMDB
D) Increasing the number of attributes of each Configuration Item (CI) in the CMDB

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

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

3. 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

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

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

5. What is the definition of IT Service Management?

A) An organization supping services to one or more customers
B) Specialized organizational capabilities providing value to customers
C) Requirements for delivering service based upon best practices
D) Best practice guidance for operating services

Solutions: