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EXIN ITSM20F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Introduction to IT Service Management | - Value creation through services - Concepts of service and service management |
| Topic 2: ISO/IEC 20000 Framework | - Service Management System (SMS) - Structure and requirements of ISO/IEC 20000 |
| Topic 3: Service Management Processes | - Release and deployment management - Change management - Incident and service request management - Problem management - Configuration management |
| Topic 4: Service Level and Supplier Management | - Supplier and external service management - Service Level Agreements (SLA) |
| Topic 5: Continual Improvement | - PDCA cycle (Plan-Do-Check-Act) - Service improvement practices |
EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Sample Questions:
Question 1
In the context of standards, what does the term "conformity" stand for?
A. Compliance with a requirement
B. Alignment of an audit nonconformity report to a re-audit report
C. Verification of supplier certification
D. Quality Management System certification by an approved body
Question 2
Due to excessive workload, the Desktop Support group has been unable to meet their agreed service levels. One of the major contributing factors is the time being spent in direct communication with users. Which Process or Function can help to alleviate some of this workload?
A. Level Management
B. Problem Management
C. Incident Management
D. Service Desk Service
Question 3
What is the aim of an internal audit?
A. To ensure and improve one's own quality capability
B. To instruct all employees that quality-related requirements must be observed
C. To verify whether the defined key performance indicators (KPIs) are actually determined
D. To monitor employee performance
Question 4
When can the building and testing of a Change begin?
A. As soon as the impact analysis has been discussed by the members of the Change Advisory Board
B. As soon as there is a correct network plan for the change
C. As soon as the Request for Change (RFC) has been classified
D. As soon as the Request for Change (RFC) has been formally authorized
Question 5
Through which process does the implementation of new or changed services, including closure of a service, need to be planned and approved?
A. Business Relationship Management
B. Release Management
C. Change Management
D. Service Level Management
Solutions:
| Question 1 Answer: A | Question 2 Answer: D | Question 3 Answer: A | Question 4 Answer: D | Question 5 Answer: C |
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