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

1. A Change leads to a modification of an IT element.
Which of the following terms best describes the element being modified?

A) A deployed infrastructure
B) A developed application
C) A Configuration Item
D) A Service

2. What is known as a temporary solution that enables the user to continue working?

A) Workaround
B) Known Error
C) Request For Change (RFC)
D) Service Request

3. Deming proposed a system of continuous improvement.
Which four activities does this system involve?

A) Plan. Perform. Audit and Improve
B) Plan. Perform. Evaluate and Act
C) Plan. Do. Check and Act
D) Plan. Do. Evaluate and Act

4. The success and failure of Releases shall be measured. What is included in these measurements?

A) The Request for Change (RFC)
B) The frequency and types of Releases
C) The Release dates
D) The Incidents related to a Release in the period following a Release

5. Which of the following activities in the Problem Management process is related to the Change Management process?

A) classifying Problems
B) investigating a solution
C) correcting Problems
D) identifying Problems

Solutions: