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

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

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

2. What is a function of processes?

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

3. What is used for the assessment of maturity of organizations?

A) MOF
B) CobIT
C) CMMI@
D) ITIL@

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

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

5. Problem Management is responsible for carrying out trend analysis of Incident volumes and types.
What is the reason for this?

A) to prevent repetitive occurrence of Incidents
B) to provide input to the Capacity Database
C) to be able to charge to the correct users of the service
D) to be able to provide reports to management

Solutions: