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

1. Which process or function is responsible for supplying first-line support and assistance in daily use of IT services'?

A) Availability Management
B) Incident Management
C) Service Level Management
D) Service Desk

2. What is the objective of the Security Management process?

A) to manage information security effectively for IT staff
B) to manage information security effectively relating to the financial administration of service activities
C) to manage information security effectively for critical services only
D) to manage information security effectively within all service activities

3. Which process includes the responsibility of recovering the service as quickly as possible?

A) Incident management
B) Availability Management
C) Problem Management
D) IT Service Continuity Management

4. Through which process does the implementation of new or changed services, including closure of a service, need to be planned and approved?

A) Change Management
B) Business Relationship Management
C) Service Level Management
D) Release Management

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

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

Solutions: