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

1. 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) Quality Management System certification by an approved body
D) Compliance with a requirement

2. Problem Management is responsible for carrying out trend analysis of Incident volumes and types.
What is the reason for this?

A) to provide input to the Capacity Database
B) to be able to charge to the correct users of the service
C) to prevent repetitive occurrence of Incidents
D) to be able to provide reports to management

3. Which process is responsible for registering the relationships within the IT infrastructure?

A) Release Management
B) Change Management
C) Configuration Management
D) Asset Management

4. What has to be included in a well defined process?

A) Timelines
B) Statistical support
C) Functions
D) Expected outcomes

5. What is a Known Error?

A) A Problem that cannot be matched
B) A Problem for which the cause and Workaround have been identified
C) A serious incident whose resolution is known
D) A Problem that is resolved

Solutions: