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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 purpose of ISO/IEC 20000?

A) to provide best practice guidance on IT Service Management
B) to promote the adoption of an integrated process approach
C) to promote the adoption of IT governance
D) to provide best practice guidance on security management

2. Documentation is a substantial part of the evidence for Service Management What is a best practice relating to documentation?

A) Documentation should be stored at a central place and be only accessible via procedures
B) Documentation should be protected from damage due to IT related disasters.
C) Documentation should refer to the requirements of ISO/EC 20000 for audit purposes.
D) Documentation should be kept at least five years for auditing purposes.

3. Which of the following activities in the Problem Management process is related to the Change Management process?

A) identifying Problems
B) correcting Problems
C) investigating a solution
D) classifying Problems

4. What does the term "Integrity" mean in the context of Information Security Management?

A) Protecting the information against unauthorized use
B) The accuracy, completeness and correctness of the information
C) Screening the support staff on their loyalty to the IT organization
D) Monitoring the access to information

5. What must be included in a well defined Process structure?

A) functions
B) expected results
C) timelines
D) statistical support

Solutions: