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EXIN ITSM20F Exam Syllabus Topics:

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

1. What is a Known Error?

A) A serious incident whose resolution is known
B) A Problem for which the cause and Workaround have been identified
C) A Problem that is resolved
D) A Problem that cannot be matched

2. What is the difference between a process owner and a process manager?

A) a process owner is responsible for the effectiveness of the process and a process manager is responsible for the realization of the process
B) a process owner must have a Manager's Certificate and a process manager must have a Practitioner's certificate
C) a process owner will work directly with business leadership and the process manager only works within IT
D) a process owner is a director and a process manager is a manager

3. What is a function of processes?

A) They describe vertical and horizontal escalation options.
B) They represent a complete set of monitoring options.
C) They express the level of compliance with the requested quality characteristics.
D) They complement descriptions of structural and organizational roles and responsibilities

4. Which process is responsible for registering the relationships within the IT infrastructure?

A) Configuration Management
B) Asset Management
C) Release Management
D) Change Management

5. One of the activities of Problem Management is the analysis of historical Incident and Problem data held in the Configuration Management Database (CMDB) in order to understand trends.
Which aspect of Problem Management accomplishes this?

A) Error Control
B) Problem Control
C) Proactive Problem Management
D) Identification of root causes

Solutions: