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Updated: May 26, 2026
No. of Questions: 78 Questions & Answers with Testing Engine
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EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Sample Questions:
1. According to ISO/IEC 20000, what is the minimum frequency for the Service Provider and the Customer to attend a service review meeting for discussing changes to the service scope?
A) annually
B) quarterly
C) only when there is a business need to change the service
D) monthly
2. What is the objective of the service reporting process?
A) to provide progress reports on the planning and implementation of service management
B) to minimize disruption to the business by using the information contained in reports in order to identify and analyze the cause of Incidents
C) to document measures taken to manage information security effectively within all service activities
D) to produce agreed, timely, reliable, accurate information to aid decision making and effective communication
3. Which processes should the Plan, Do, Check, Act methodology be applied to?
A) the Planning & Implementing Service Management process
B) the Requirements for a Management System process
C) all of the processes within the scope
D) those that support business critical services
4. Different types of events are reported to the Service Desk. Which event is an incident?
A) A notification that a new toner cartridge has just been installed in a printer
B) A report that the printer is not working
C) A request for the installation of a new bookkeeping package
D) Information about the rollout of a specific application
5. What is the objective of the Security Management process?
A) to manage information security effectively within all service activities
B) to manage information security effectively for IT staff
C) to manage information security effectively for critical services only
D) to manage information security effectively relating to the financial administration of service activities
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: D | Question # 3 Answer: C | Question # 4 Answer: B | Question # 5 Answer: A |
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