Most Recent Exin ITSM20F.EN Exam Dumps

Prepare for the Exin IT Service Management Foundation exam with our extensive collection of questions and answers. These practice Q&A are updated according to the latest syllabus, providing you with the tools needed to review and test your knowledge.

QA4Exam focus on the latest syllabus and exam objectives, our practice Q&A are designed to help you identify key topics and solidify your understanding. By focusing on the core curriculum, These Questions & Answers helps you cover all the essential topics, ensuring you're well-prepared for every section of the exam. Each question comes with a detailed explanation, offering valuable insights and helping you to learn from your mistakes. Whether you're looking to assess your progress or dive deeper into complex topics, our updated Q&A will provide the support you need to confidently approach the Exin ITSM20F.EN exam and achieve success.

The questions for ITSM20F.EN were last updated on Feb 18, 2025.

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Question No. 1

The Service Provider should check that the Service Management objectives and the plan are being achieved. Which of the following items is not measured as part of this monitoring, measuring or review?

ACustomer satisfaction

BMajor non-conformities

CProblems

DResource utilization

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Correct Answer: C

Question No. 2

What is a benefit to an organization when the services are delivered according to ISO/IEC 20000?

AThe environmental needs of the employees in the organization are well looked after.

BThe organization becomes more process focused and thereby more efficient.

CThe organization behaves in a socially responsible way.

DThe organization has less suppliers to deal with.

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Correct Answer: B

A . Incorrect. The ISO/IEC 20000 standard is driven by the business needs of the customer, not the environmental needs of the employees of the organization.

B . Correct. ISO/IEC 20000 is a process-based standard. The service management processes covered in the standard deliver the best possible service to meet a customer's business needs within agreed resource levels.

C . Incorrect. The ISO/IEC 20000 standard focuses on meeting the business needs of the customer via a process-based approach. The social behavior of the organization is not considered.

D . Incorrect. Compliance to the ISO/IEC 20000 standard will ensure that suppliers are effectively managed, however delivering services according to ISO/IEC 20000 does not mean that there are less suppliers to deal with.

Question No. 3

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

Ato be able to charge to the correct users of the service

Bto be able to provide reports to management

Cto prevent repetitive occurrence of Incidents

Dto provide input to the Capacity Database

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Correct Answer: C

Question No. 4

Which stakeholder will define service level requirements?

ACustomer

BEnd user

CService Provider

DSupplier

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Correct Answer: A

Question No. 5

The appointed member of management is only responsible for the co-ordination and management of all services. Can this person perform internal audits for the delivery processes?

ANo, because as manager he is not competent enough.

BNo, because this person is responsible for all processes and therefore he would audit his own work.

CYes, because this person is not responsible for the delivery processes.

DYes, because as manager he should have knowledge of performing internal audits.

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Correct Answer: C

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