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

2. What would increase the amount of detail in the Configuration Management Database (CMDB)?

A) Increasing the use of the CMDB
B) Increasing the scope of the CMDB
C) Increasing the number of attributes of each Configuration Item (CI) in the CMDB
D) Increasing the number of records in the CMDB

3. Which process is responsible for registering the relationships within the IT infrastructure?

A) Configuration Management
B) Release Management
C) Change Management
D) Asset Management

4. When can the building and testing of a Change begin?

A) As soon as the impact analysis has been discussed by the members of the Change Advisory Board
B) As soon as the Request for Change (RFC) has been formally authorized
C) As soon as the Request for Change (RFC) has been classified
D) As soon as there is a correct network plan for the change

5. What may define the scope of Service Management in the Service Management plan?

A) the size of the infrastructure
B) the number of staff
C) the location of the services
D) the specific processes undertaken

Solutions: