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EXIN ITSM20F Exam Syllabus Topics:

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

1. 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) Problem Management
B) Incident Management
C) Level Management
D) Service Desk Service

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

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

3. What is the objective of the Security Management process?

A) to manage information security effectively for IT staff
B) to manage information security effectively within all service activities
C) to manage information security effectively relating to the financial administration of service activities
D) to manage information security effectively for critical services only

4. Which statement with regard to Information Security Management is true?

A) Management with appropriate authority shall approve an Information Security policy.
B) Security Incidents need to be reported and recorded immediately in line with the Problem Management procedure.
C) Security Incidents shall only be reported and recorded if they affect more than one user
D) Information Security Management to specifically focus on managing Information Security effective within all information systems.

5. According to ISO/IEC 20000, what is the minimum frequency for the Service Provider and the Customer to attend a service review meeting for discussing changes to the service scope?

A) only when there is a business need to change the service
B) annually
C) monthly
D) quarterly

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