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EXIN ITSM20F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Operation of the Service Management System | 55% | - Relationship and agreement processes
|
| Topic 2: Service Management System (SMS) Requirements | 30% | - Planning and support
|
| Topic 3: Introduction to IT Service Management | 15% | - Core concepts of IT service management
|
EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Sample Questions:
Input from other Service Management processes is required to keep the IT service continuity plan current
Which process has the most to contribute?
- A. Change management
- B. Financial management for IT services
- C. Availability management
- D. Problem management
Which statement with regard to Information Security Management is true?
- A. Security Incidents shall only be reported and recorded if they affect more than one user
- B. Information Security Management to specifically focus on managing Information Security effective within all information systems.
- C. Security Incidents need to be reported and recorded immediately in line with the Problem Management procedure.
- D. Management with appropriate authority shall approve an Information Security policy.
What does the term "Integrity" mean in the context of Information Security Management?
- A. Monitoring the access to information
- B. Protecting the information against unauthorized use
- C. Screening the support staff on their loyalty to the IT organization
- D. The accuracy, completeness and correctness of the information
When a new service is being planned Service Level Management (SLM) needs to ensure that existing performance levels of other IT services will not be unduly impacted.
From which process will Service Level Management (SLM) require input?
- A. Capacity Management Financial
- B. Availability Management
- C. IT Service Continuity Management
- D. Management for IT Services
What may define the scope of Service Management in the Service Management plan?
- A. the location of the services
- B. the specific processes undertaken
- C. the size of the infrastructure
- D. the number of staff
