EXIN ITSM20F

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

1. What defines Service Quality'?

A) Meeting stated customer requirements and expectations
B) Providing a cost-effective service
C) A series of activities that can be assessed in advance by a provider and customer
D) Achieving a 99.999% continuous level of availability

2. In the context of standards, what does the term "conformity" stand for?

A) Verification of supplier certification
B) Alignment of an audit nonconformity report to a re-audit report
C) Compliance with a requirement
D) Quality Management System certification by an approved body

3. When improving the IT Service Management system, what needs to be considered to ensure on-going compliance with the service provider's corporate objectives / requirements?

A) Any standards defined by the company itself
B) The time to update the process documentation
C) A competitor's process management system
D) The budget available to Human Resources

4. 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) Management for IT Services
B) Capacity Management Financial
C) Availability Management
D) IT Service Continuity Management

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

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

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