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EXIN ITSM20F Exam Syllabus Topics:

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

1. Staff should be trained in relevant aspects of Service Management. What information with respect to training should be maintained?

A) A chronological training record for each individual
B) A record of all future training courses for each employee
C) An overview of all personal details per employee
D) An overview of all possible training modules that match with competences

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

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

3. What is the objective of a Management System?

A) to define, agree, record and manage levels of services
B) to provide the policies and the framework that is needed for the effective management and implementation of all IT services
C) to ensure that new services and changes to services will be deliverable and manageable at the agreed cost and services quality
D) to ensure that Key Performance Indicators (KPIs) are defined for all IT services

4. What is the purpose of CobiT?

A) to provide a certified measurement framework that legally provides proof of meeting the Sarbanes-Oxley (SOX) requirements
B) to provide a high level process model that organizes a broad range of IT activities
C) to provide a set of detailed practices on how to implement processes and is therefore well suited as a process implementation tool
D) to provide a uniform structure to understand, implement and evaluate IT capabilities, performance and risks

5. What can be improved by achieving quality objectives?

A) Effectiveness of the service
B) Relationship with unauthorized patties
C) Personal satisfaction of the Configuration Manager
D) Relationship with interested suppliers

Solutions: