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Exin ITSM20F.EN Exam
- 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. 31, 2023
What is the objective of IT Service Management?
A . Incorrect. The customer services will be more than critical services.
B . Incorrect. The services are not guaranteed, the service is simply being provided.
C . Correct. The focus for IT Service Management needs to be on agreed business requirements.
D . Incorrect. The customers may not require ''maximum'' levels.
What is SixSigma?
A . Incorrect. It is not only a quality instrument, it encompasses an improvement methodology.
B . Incorrect. It is not a maturity model.
C . Incorrect. It is developed in the 80's for general business processes.
How should the Deming cycle be used?
A . Correct. This is the focus of the cycle.
B . Incorrect. The focus of the cycle is on continual improvement and not specifically customer orientation.
C . Incorrect. The model can be used during the design phase, but the focus is on continual improvement during all phases.
D . Incorrect. Cost models as part of budgeting and accounting would do this.
What is the correct way to make a change to a contract as a result of a major review of an authorized contract?
A . Incorrect. The Business Relationship Management process is responsible for setting up service review meetings to discuss changes to the service scope, SLA, contract etc. Changes to the contract(s) resulting from these meetings will be subject to the Change Management process.
B . Correct. Any changes to the contract shall be subject to the Change Management process.
C . Incorrect. These representatives will be involved via other processes (e.g. Business Relationship Management process).
D . Incorrect. Supplier Management is responsible for having a process in place for a major review of the contract. Any changes to the contract shall be subject to the Change Management process.
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