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

1. Which statement with regard to Information Security Management is true?

A) Security Incidents need to be reported and recorded immediately in line with the Problem Management procedure.
B) Security Incidents shall only be reported and recorded if they affect more than one user
C) Information Security Management to specifically focus on managing Information Security effective within all information systems.
D) Management with appropriate authority shall approve an Information Security policy.

2. What is the difference between a process owner and a process manager?

A) a process owner is a director and a process manager is a manager
B) a process owner will work directly with business leadership and the process manager only works within IT
C) a process owner is responsible for the effectiveness of the process and a process manager is responsible for the realization of the process
D) a process owner must have a Manager's Certificate and a process manager must have a Practitioner's certificate

3. What is the most common process that is associated with the Service Desk?

A) Configuration Management
B) Service Level Management
C) Incident Management
D) Change Management

4. What would increase the amount of detail in the Configuration Management Database (CMDB)?

A) Increasing the number of records in the CMDB
B) Increasing the scope of the CMDB
C) Increasing the use of the CMDB
D) Increasing the number of attributes of each Configuration Item (CI) in the CMDB

5. The service provider thinks that the service levels will not be met might a certain incident occur. When will the customer be informed?

A) After the breach
B) During service reporting
C) Never
D) Before the breach

Solutions: