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EXIN ITSM20F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Management Processes | - Configuration management - Change management - Release and deployment management - Problem management - Incident and service request management |
| Topic 2: ISO/IEC 20000 Framework | - Structure and requirements of ISO/IEC 20000 - Service Management System (SMS) |
| Topic 3: Service Level and Supplier Management | - Service Level Agreements (SLA) - Supplier and external service management |
| Topic 4: Continual Improvement | - PDCA cycle (Plan-Do-Check-Act) - Service improvement practices |
| Topic 5: Introduction to IT Service Management | - Concepts of service and service management - Value creation through services |
EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Sample Questions:
One of the activities required for effective planning, coordination and evaluation of requested changes is assessing the impact and required resources.
Which process or function is responsible for this activity?
- A. Release Management
- B. Change Management
- C. Configuration Management
- D. Service Desk
Correct Answer: B 🗳️
What is a purpose of ISO/IEC 20000?
- A. to promote the adoption of IT governance
- B. to promote the adoption of an integrated process approach
- C. to provide best practice guidance on security management
- D. to provide best practice guidance on IT Service Management
Correct Answer: B 🗳️
Who or what should always be informed in case a release is rejected, delayed or
cancelled?
- A. Incident management
- B. The senior management representative
- C. Business relationship management
- D. Change management
Correct Answer: D 🗳️
A Release policy needs to be documented and agreed. What must be included in the Release policy?
- A. the Release dates
- B. Releases Requests For Change (RFCs)
- C. an analysis of the success or failure of
- D. the frequency and type of Releases
Correct Answer: D 🗳️
What is the objective of the service reporting process?
- A. to minimize disruption to the business by using the information contained in reports in order to identify and analyze the cause of Incidents
- B. to document measures taken to manage information security effectively within all service activities
- C. to provide progress reports on the planning and implementation of service management
- D. to produce agreed, timely, reliable, accurate information to aid decision making and effective communication
Correct Answer: D 🗳️
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