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EXIN ITSM20F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Continual Improvement | - Service improvement practices - PDCA cycle (Plan-Do-Check-Act) |
| Topic 2: Service Level and Supplier Management | - Supplier and external service management - Service Level Agreements (SLA) |
| Topic 3: ISO/IEC 20000 Framework | - Structure and requirements of ISO/IEC 20000 - Service Management System (SMS) |
| Topic 4: Service Management Processes | - Configuration management - Problem management - Change management - Release and deployment management - Incident and service request management |
| 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:
Quality Management Systems can assist organizations in enhancing what?
- A. Customer satisfaction
- B. Supplier satisfaction
- C. ISO/EC 20000
- D. Relationship with third parties
Correct Answer: A 🗳️
What is a best practice for Capacity Management?
- A. The resilience of the infrastructure components should be measured and included in the Capacity plan.
- B. A Capacity plan documenting the actual performance and the expected requirements should be produced at least annually.
- C. Decisions about service provision should be based on cost effectiveness comparisons.
- D. The Service Catalog should be maintained and kept up-to-date.
Correct Answer: B 🗳️
In the context of standards, what does the term "conformity" stand for?
- A. Quality Management System certification by an approved body
- B. Compliance with a requirement
- C. Verification of supplier certification
- D. Alignment of an audit nonconformity report to a re-audit report
Correct Answer: B 🗳️
What is the objective of the Security Management process?
- A. to manage information security effectively relating to the financial administration of service activities
- B. to manage information security effectively within all service activities
- C. to manage information security effectively for critical services only
- D. to manage information security effectively for IT staff
Correct Answer: B 🗳️
In many organizations, management tasks or parts of those tasks are performed t>y third parties. Agreements are made with these parties that are expressed in contracts.
What are these contracts called?
- A. Service Contracts
- B. Underpinning Contracts
- C. Service Level Agreements (SLAs)
- D. Operational Level Contracts
Correct Answer: A 🗳️
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