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EXIN ITSM20F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Level and Supplier Management | - Service Level Agreements (SLA) - Supplier and external service management |
| Topic 2: Continual Improvement | - PDCA cycle (Plan-Do-Check-Act) - Service improvement practices |
| Topic 3: ISO/IEC 20000 Framework | - Service Management System (SMS) - Structure and requirements of ISO/IEC 20000 |
| Topic 4: Service Management Processes | - Change management - Configuration management - Problem management - Incident and service request management - Release and deployment management |
| Topic 5: Introduction to IT Service Management | - Value creation through services - Concepts of service and service management |
EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Sample Questions:
What is a shared concept of both ISO/IEC 27001 and ISCWIEC 20000?
- A. Incident management
- B. Information security management
- C. Capacity management
- D. Release management
Problem Management is responsible for carrying out trend analysis of Incident volumes and types.
What is the reason for this?
- A. to be able to charge to the correct users of the service
- B. to be able to provide reports to management
- C. to provide input to the Capacity Database
- D. to prevent repetitive occurrence of Incidents
What is the difference between a process owner and a process manager?
- A. a process owner must have a Manager's Certificate and a process manager must have a Practitioner's certificate
- B. a process owner is responsible for the effectiveness of the process and a process manager is responsible for the realization of the process
- C. a process owner is a director and a process manager is a manager
- D. a process owner will work directly with business leadership and the process manager only works within IT
What does the term "Integrity" mean in the context of Information Security Management?
- A. Screening the support staff on their loyalty to the IT organization
- B. The accuracy, completeness and correctness of the information
- C. Protecting the information against unauthorized use
- D. Monitoring the access to information
What is the objective of a Management System?
- A. to provide the policies and the framework that is needed for the effective management and implementation of all IT services
- B. to ensure that Key Performance Indicators (KPIs) are defined for all IT services
- C. to define, agree, record and manage levels of services
- D. to ensure that new services and changes to services will be deliverable and manageable at the agreed cost and services quality
