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

1. A Change leads to a modification of an IT element.
Which of the following terms best describes the element being modified?

A) A Service
B) A deployed infrastructure
C) A developed application
D) A Configuration Item

2. What has to be included in a well defined process?

A) Statistical support
B) Expected outcomes
C) Timelines
D) Functions

3. What may define the scope of Service Management in the Service Management plan?

A) the location of the services
B) the number of staff
C) the specific processes undertaken
D) the size of the infrastructure

4. Documentation is a substantial part of the evidence for Service Management What is a best practice relating to documentation?

A) Documentation should be kept at least five years for auditing purposes.
B) Documentation should be protected from damage due to IT related disasters.
C) Documentation should refer to the requirements of ISO/EC 20000 for audit purposes.
D) Documentation should be stored at a central place and be only accessible via procedures

5. Through which process does the implementation of new or changed services, including closure of a service, need to be planned and approved?

A) Service Level Management
B) Business Relationship Management
C) Release Management
D) Change Management

Solutions: