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Exin
ITSM20F.EN: IT Service Management Foundation

Exin ITSM20F.EN Exam

Certification Provider: Exin

Exam Name: IT Service Management Foundation

Duration: 60 Minutes

Number of questions in our database: 116

Exam Version: May. 07, 2022

ITSM20F.EN Exam Official Topics:

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

The questions for ITSM20F.EN were last updated On May. 07, 2022

Question #1

What should not be part of a Service Level Agreement (SLA)?

AAuthorization details

BEscalation and notification process

CImpact and priority guidelines

DLessons learned and improvement actions

Reveal Solution Hide Solution

Correct Answer: D

Question #2

The ISO/IEC 20000 standard requires that a minimum set of service reports is produced. How are these service reports used?

AAs input to financial management in order to determine charges for the service

BAs the basis for making management decisions and taking corrective actions

CTo present a professional image of the company

DTo compare the performance of the Service Desk with service targets

Reveal Solution Hide Solution

Correct Answer: B

Question #3

What is the purpose of a Problem review?

ATo prevent computer systems from having too limited disk space so that capacity problems will not occur

BTo provide expert help on risk assessment for optimization of security procedures

CTo restore the service to normal operating conditions as soon as possible

DTo seek improvements to the process and to prevent recurrence of Incidents or mistakes

Reveal Solution Hide Solution

Correct Answer: D

Question #4

What is part of the policy for Budgeting and Accounting for IT Services?

ARules governing the handling of variances against budgets

BThe charging mechanism

CThe costs of the Underpinning Contracts (UCs) over a fixed period

DThe percentage of 'hidden' end-user costs

Reveal Solution Hide Solution

Correct Answer: A

Question #5

Which of the following calculates the number of defects per million opportunities?

ACobIT TM

BITIL

CMOF

DSix Sigma

Reveal Solution Hide Solution

Correct Answer: D

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