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

QUESTION NO: 1
A Release policy needs to be documented and agreed. What must be included in the Release policy?

A. Releases Requests For Change (RFCs) B. an analysis of the success or failure of C. the frequency and type of Releases D. the Release dates

Correct Answer: C

QUESTION NO: 2
Which process has the goal to maintain and improve rr Service quality, through a constant cycle of agreeing, monitoring and reporting upon IT service achievements and the investigation of actions to eradicate poor service?

A. IT Service Continuity Management B. Service Level Management C. Availability Management D. Financial Management for IT Services

Correct Answer: B

QUESTION NO: 3
What is required to be in place for emergency changes?

A. Capacity plans B. Service Continuity Plans C. policies and procedures D. Controlled Acceptance Test environment

Correct Answer: C

QUESTION NO: 4
What is the purpose of CobiT?

A. to provide a high level process model that organizes a broad range of IT activities B. to provide a certified measurement framework that legally provides proof of meeting the Sarbanes-Oxley (SOX) requirements C. to provide a uniform structure to understand, implement and evaluate IT capabilities, performance and risks D. to provide a set of detailed practices on how to implement processes and is therefore well suited as a process implementation tool

Correct Answer: C

QUESTION NO: 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. annually B. quarterly C. only when there is a business need to change the service D. monthly

Correct Answer: A

QUESTION NO: 6
In recent months at a transport company with 1500 desktops, dozens of requests have been received for expansion of the internal memory because its size has proven to be insufficient.
Which process should have prevented this from happening?

A. Configuration Management B. Capacity Management C. Service Level Management D. Availability Management

Correct Answer: B

QUESTION NO: 7
What is the most common process that is associated with the Service Desk?

A. Configuration Management B. Incident Management C. Change Management D. Service Level Management

Correct Answer: B

QUESTION NO: 8
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.

Correct Answer: A

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