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EXIN ITSM20F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Management System (SMS) | 30% | - Critical elements of a service management system - Core concepts of the service management system |
| Topic 2: Operation of the Service Management System | 55% | - Relationship and agreement processes - Resolution and fulfilment processes - Service portfolio processes - Service assurance processes - Service design, build and transition processes - Supply and demand processes |
| Topic 3: Introduction to IT Service Management | 15% | - Core concepts of IT service management - Core concepts surrounding ISO/IEC 20000-1:2018 |
EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Sample Questions:
1. What is the aim of an internal audit?
A) To monitor employee performance
B) To verify whether the defined key performance indicators (KPIs) are actually determined
C) To instruct all employees that quality-related requirements must be observed
D) To ensure and improve one's own quality capability
2. Which aspect of the IT-Service Industry is considered to be one of the most important, but also one of the most difficult?
A) methodological order based on best practices
B) incorporating technological innovations
C) constant quality
D) innovating the way services are provided
3. Through which process does the implementation of new or changed services, including closure of a service, need to be planned and approved?
A) Business Relationship Management
B) Release Management
C) Service Level Management
D) Change Management
4. 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) monthly
B) quarterly
C) only when there is a business need to change the service
D) annually
5. A Change leads to a modification of an IT element.
Which of the following terms best describes the element being modified?
A) A Service
B) A Configuration Item
C) A developed application
D) A deployed infrastructure
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: C | Question # 3 Answer: D | Question # 4 Answer: D | Question # 5 Answer: B |
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