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

ITSM20F real exams

Exam Code: ITSM20F

Exam Name: IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN)

Updated: Dec 11, 2024

Q & A: 78 Questions and Answers

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

1. One of the activities required for effective planning, coordination and evaluation of requested changes is assessing the impact and required resources.
Which process or function is responsible for this activity?

A) Configuration Management
B) Change Management
C) Release Management
D) Service Desk


2. What defines Service Quality'?

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


3. Which process or function has the responsibility of distributing information to users?

A) Customer Relationship Management
B) Incident Management
C) Change Management
D) Service Desk


4. What does Service Management aim to achieve?

A) to exceed expectations at all times based on solid processes followed rigidly at all times
B) to provide an agreed and well-defined level of quality, based on ongoing communication with the customer
C) to provide well-defined processes and measures, by which the Service Management organization can rate their quality for the customer
D) to exceed expectations occasionally, recognizing that the customer will be disappointed at other times


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


Solutions:

Question # 1
Answer: B
Question # 2
Answer: A
Question # 3
Answer: D
Question # 4
Answer: B
Question # 5
Answer: B

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