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

2. What is a function of processes?

A) They complement descriptions of structural and organizational roles and responsibilities
B) They describe vertical and horizontal escalation options.
C) They represent a complete set of monitoring options.
D) They express the level of compliance with the requested quality characteristics.

3. What is the definition of IT Service Management?

A) An organization supping services to one or more customers
B) Specialized organizational capabilities providing value to customers
C) Requirements for delivering service based upon best practices
D) Best practice guidance for operating services

4. When improving the IT Service Management system, what needs to be considered to ensure on-going compliance with the service provider's corporate objectives / requirements?

A) The budget available to Human Resources
B) The time to update the process documentation
C) A competitor's process management system
D) Any standards defined by the company itself

5. What does the term "Integrity" mean in the context of Information Security Management?

A) Protecting the information against unauthorized use
B) The accuracy, completeness and correctness of the information
C) Screening the support staff on their loyalty to the IT organization
D) Monitoring the access to information

Solutions: