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Exin ITSM20F.EN Exam Questions
- Topic 1: Explainthe activities and practical application of each process/ Explain the difference between an IT service and non-IT services
- Topic 2: Explain the activities and practical application of each process/ Explain how the organization and interested parties impact the SMS
- Topic 3: Describe importance of documentation and basic requirements for documentation/ Explainthe activities and practical applicationof each process
- Topic 4: Describe the importance of understanding organizational risks and opportunies/ Describe the continual improvement activities for the SMS and services
- Topic 5: Explainthe activities and practical application ofeach process/ Outline the requirements for designing, building and transitioning new or changed services
- Topic 6: Describe the service management objectives/ Explainthe activities and practical application of each process
- Topic 7: Describe the principles of continual improvement/ Explain the activities and practical application for each process
- Topic 8: Describe the key principles of producing and implementing a service management system/ describe the objectives and service requirements
- Topic 9: Identify the purpose and benefits of ISO/IEC 20000/ Resolution and Fulfilment Processes
Free Exin ITSM20F.EN Exam Actual Questions
Note: Premium Questions for ITSM20F.EN were last updated On Jul. 18, 2024 (see below)
For which type of organizations is ISO/IEC 20000 appropriate for use?
A . Incorrect. ITIL is much deeper than ISO/IEC 20000 therefore it will not confirm that all of ITIL has been implemented.
B . Correct. This is referenced within the scope of the standard.
C . Incorrect. It is the management system that gets certified not the services.
D . Incorrect. Service Providers specify their processes based upon ISO/IEC 20000 and ITIL.
What level of Capacity is targeted by Capacity Management?
A . Correct. The objective is to ensure the service provider has sufficient Capacity to meet the current and future agreed demands of the Customer's business needs.
B . Incorrect. There is no objective to meet all demands but to meet agreed demands.
C . Incorrect. There is no specific mention of development and operational requirements.
D . Incorrect. The objective is to provide sufficient Capacity to meet current demands but also agreed future demands.
For which type of organizations is ISO/IEC 20000 appropriate for use?
A . Incorrect. ITIL is much deeper than ISO/IEC 20000 therefore it will not confirm that all of ITIL has been implemented.
B . Correct. This is referenced within the scope of the standard.
C . Incorrect. It is the management system that gets certified not the services.
D . Incorrect. Service Providers specify their processes based upon ISO/IEC 20000 and ITIL.
What does a quality policy aim to define?
A . Correct. A statement defined to deliver focus to the organization.
B . Incorrect. The document will record any policy statements pertinent to the obligations but not the obligations themselves.
C . Incorrect. These detail the needs of the Quality Management System, not of the policy.
D . Incorrect. These would provide input to the definition of the policies but these would not be the policies themselves.
What purpose can the ISO/IEC 20000 standard serve?
A . Incorrect. The standard requires that service performance is assessed by monitoring and reporting against service level targets. However, it does not define specific KPIs, as these will differ depending upon the situation (organization, services, agreed targets etc).
B . Correct. The Specification (Part 1) of the standard defines the requirements to be satisfied in a certification audit.
C . Incorrect. The requirements need to be driven by the business needs of the customer, not by the standard. The standard can help to ensure that suppliers are managed towards the provision of quality services.
D . Incorrect. This is not the purpose of the ISO/IEC 20000 standard. The Specification (Part 1) of the standard defines the requirements to be satisfied in a certification audit.
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