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EXIN ITSM20F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Level and Supplier Management | - Supplier and external service management - Service Level Agreements (SLA) |
| Introduction to IT Service Management | - Concepts of service and service management - Value creation through services |
| Service Management Processes | - Configuration management - Incident and service request management - Problem management - Release and deployment management - Change management |
| Continual Improvement | - Service improvement practices - PDCA cycle (Plan-Do-Check-Act) |
| ISO/IEC 20000 Framework | - Structure and requirements of ISO/IEC 20000 - Service Management System (SMS) |
EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Sample Questions:
1. What must be included in a well defined Process structure?
A) functions
B) timelines
C) statistical support
D) expected results
2. When can the building and testing of a Change begin?
A) As soon as the Request for Change (RFC) has been classified
B) As soon as the Request for Change (RFC) has been formally authorized
C) As soon as there is a correct network plan for the change
D) As soon as the impact analysis has been discussed by the members of the Change Advisory Board
3. Which process or function has the responsibility of distributing information to users?
A) Change Management
B) Service Desk
C) Incident Management
D) Customer Relationship Management
4. What is an ISO/EC 20000 requirement relating to the service management plan?
A) It must never include any know-how of the organization
B) It must include the scope of the organization's service management plan
C) It must include the documented procedures specified by the standard
D) It must be available in at least one hard copy and approved
5. A Release policy needs to be documented and agreed. What must be included in the Release policy?
A) Releases Requests For Change (RFCs)
B) an analysis of the success or failure of
C) the frequency and type of Releases
D) the Release dates
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: B | Question # 3 Answer: B | Question # 4 Answer: A | Question # 5 Answer: C |
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