Most Recent Exin ITSM20F.EN Exam Questions & Answers

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 Nov 10, 2024.

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Question No. 1

How should the Deming cycle be used?

Aas a model for continual improvement

Bas a model for customer orientation

Cas a model to be used during the design phase of the service

Das a model to calculate the costs of service improvement

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Correct Answer: A

A . Correct. This is the focus of the cycle.

B . Incorrect. The focus of the cycle is on continual improvement and not specifically customer orientation.

C . Incorrect. The model can be used during the design phase, but the focus is on continual improvement during all phases.

D . Incorrect. Cost models as part of budgeting and accounting would do this.

Question No. 2

What details should be recorded as a baseline prior to implementing a plan for service improvement?

Abacklog of changes for the service

Bnumber of staff involved

Cservice quality and levels

Dtime taken to operate the process

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Correct Answer: C

A . Incorrect. This may be one of the measures if backlog of changes is to be reduced but there may be other details too.

B . Incorrect. This may be one of the measures if staff numbers are to be improved but there may be other details too.

C . Correct. The standard recommends the collection of service quality and levels as a baseline so that actual improvement can be measured.

D . Incorrect. This may be one of the measures if time taken is to be improved but there may be other details too.

Question No. 3

What should planning for a new or changed service consider?

Aa complete review of all recent security breaches

BKnown Errors to file systems

Cthe existing service levels

Dverification that the appropriate level of testing is completed

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Correct Answer: C

Question No. 4

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

Question No. 5

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 customer focused.

CThe organization behaves in a socially responsible way.

DThe organization has less suppliers to deal with.

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Correct Answer: B

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