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EXIN ITSM20F valid - in .pdf

ITSM20F pdf
  • Exam Code: ITSM20F
  • Exam Name: IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN)
  • Q & A: 78 Questions and Answers
  • PDF Price: $49.99
  • Free Demo

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  • Exam Code: ITSM20F
  • Exam Name: IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN)
  • Q & A: 78 Questions and Answers
  • PDF Version + PC Test Engine + Online Test Engine
  • Value Pack Total: $99.98  $69.99
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EXIN ITSM20F valid - Testing Engine

ITSM20F Testing Engine
  • Exam Code: ITSM20F
  • Exam Name: IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN)
  • Q & A: 78 Questions and Answers
  • Software Price: $49.99
  • Testing Engine

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EXIN ITSM20F Exam Syllabus Topics:

SectionWeightObjectives
Operation of the Service Management System55%- Relationship and agreement processes
  • 1. Supplier management
  • 2. Service level management and service reporting
  • 3. Business relationship management
- Resolution and control processes
  • 1. Release and deployment management
  • 2. Problem management
  • 3. Change management
  • 4. Incident and service request management
- Supply and demand processes
  • 1. Information security management
  • 2. Capacity and demand management
  • 3. Service continuity and availability management
- Service portfolio and configuration processes
  • 1. Knowledge management
  • 2. Service asset and configuration management
  • 3. Service portfolio and service catalog management
Introduction to IT Service Management15%- Core concepts of IT service management
  • 1. Value and scope of ITSM
  • 2. Service, customer, user, and supplier definitions
  • 3. Continual improvement principles
- Overview of ISO/IEC 20000 standard
  • 1. Purpose, benefits, and structure of ISO/IEC 20000-1:2018
  • 2. Service Management System (SMS) concept
Service Management System (SMS) Requirements30%- Operation, performance evaluation, and improvement
  • 1. Design and transition of services
  • 2. Monitoring, measurement, and internal audit
  • 3. Management review and continual improvement
- Organizational context and leadership
  • 1. Interested parties and requirements
  • 2. Leadership, commitment, and governance
  • 3. Understanding internal and external context
- Planning and support
  • 1. Documented information and communication
  • 2. Resource management and competence
  • 3. Risks, opportunities, and objectives

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

Question #1

Who or what should always be informed in case a release is rejected, delayed or
cancelled?

  • A. Incident management
  • B. The senior management representative
  • C. Change management
  • D. Business relationship management
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

Question #2

Different types of events are reported to the Service Desk. Which event is an incident?

  • A. A report that the printer is not working
  • B. A request for the installation of a new bookkeeping package
  • C. A notification that a new toner cartridge has just been installed in a printer
  • D. Information about the rollout of a specific application
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

Question #3

In many organizations, management tasks or parts of those tasks are performed t>y third parties. Agreements are made with these parties that are expressed in contracts.
What are these contracts called?

  • A. Underpinning Contracts
  • B. Service Contracts
  • C. Operational Level Contracts
  • D. Service Level Agreements (SLAs)
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

Question #4

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. During service reporting
  • C. Before the breach
  • D. After the breach
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

Question #5

Quality Management Systems can assist organizations in enhancing what?

  • A. Relationship with third parties
  • B. Customer satisfaction
  • C. ISO/EC 20000
  • D. Supplier satisfaction
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

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