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

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

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

2. What can be improved by achieving quality objectives?

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

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

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

4. What may define the scope of Service Management in the Service Management plan?

A) the size of the infrastructure
B) the location of the services
C) the number of staff
D) the specific processes undertaken

5. Which process or function is responsible for supplying first-line support and assistance in daily use of IT services'?

A) Incident Management
B) Service Level Management
C) Service Desk
D) Availability Management

Solutions: