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EXIN ITSM20F Exam Syllabus Topics:

EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Sample Questions:

1. When improving the IT Service Management system, what needs to be considered to ensure on-going compliance with the service provider's corporate objectives / requirements?

A) A competitor's process management system
B) The budget available to Human Resources
C) Any standards defined by the company itself
D) The time to update the process documentation

2. A Release policy needs to be documented and agreed. What must be included in the Release policy?

A) an analysis of the success or failure of
B) the Release dates
C) Releases Requests For Change (RFCs)
D) the frequency and type of Releases

3. An e-mail client software upgrade requires a security patch for the operating system and a memory upgrade.
Which process or function is responsible for rolling out these Changes?

A) Change Management
B) Security Management
C) Service Desk
D) Release Management

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

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

5. Which statement with regard to Information Security Management is true?

A) Security Incidents shall only be reported and recorded if they affect more than one user
B) Information Security Management to specifically focus on managing Information Security effective within all information systems.
C) Management with appropriate authority shall approve an Information Security policy.
D) Security Incidents need to be reported and recorded immediately in line with the Problem Management procedure.

Solutions: