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

1. What is a purpose of ISO/IEC 20000?

A) to provide best practice guidance on IT Service Management
B) to promote the adoption of an integrated process approach
C) to provide best practice guidance on security management
D) to promote the adoption of IT governance

2. What is a shared concept of both ISO/IEC 27001 and ISCWIEC 20000?

A) Incident management
B) Information security management
C) Release management
D) Capacity management

3. One of the responsibilities of Release Management is to ensure that the master copies of software are stored in a secure location.
What is the name of this location?

A) Definitive Software Library (DSL)
B) Software Distribution Library
C) Capacity Database
D) Configuration Management Database (CMDB)

4. What is known as a temporary solution that enables the user to continue working?

A) Request For Change (RFC)
B) Known Error
C) Workaround
D) Service Request

5. What can be improved by achieving quality objectives?

A) Personal satisfaction of the Configuration Manager
B) Relationship with unauthorized patties
C) Effectiveness of the service
D) Relationship with interested suppliers

Solutions: