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

1. Which statement with regard to Information Security Management is true?

A) Management with appropriate authority shall approve an Information Security policy.
B) Information Security Management to specifically focus on managing Information Security effective within all information systems.
C) Security Incidents shall only be reported and recorded if they affect more than one user
D) Security Incidents need to be reported and recorded immediately in line with the Problem Management procedure.

2. 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) quarterly
B) annually
C) only when there is a business need to change the service
D) monthly

3. One of the activities required for effective planning, coordination and evaluation of requested changes is assessing the impact and required resources.
Which process or function is responsible for this activity?

A) Change Management
B) Configuration Management
C) Service Desk
D) Release Management

4. 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.

5. What is a Configuration Baseline?

A) A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time
B) A configuration audit report
C) The change requests allocated to a release
D) A benchmark of the service provider's capability

Solutions: