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

1. What is a Configuration Baseline?

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

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

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

3. In many organizations, management tasks or parts of those tasks are performed t>y third parties. Agreements are made with these parties that are expressed in contracts.
What are these contracts called?

A) Operational Level Contracts
B) Underpinning Contracts
C) Service Level Agreements (SLAs)
D) Service Contracts

4. What is the purpose of CobiT?

A) to provide a high level process model that organizes a broad range of IT activities
B) to provide a certified measurement framework that legally provides proof of meeting the Sarbanes-Oxley (SOX) requirements
C) to provide a set of detailed practices on how to implement processes and is therefore well suited as a process implementation tool
D) to provide a uniform structure to understand, implement and evaluate IT capabilities, performance and risks

5. Different types of events are reported to the Service Desk. Which event is an incident?

A) Information about the rollout of a specific application
B) A report that the printer is not working
C) A notification that a new toner cartridge has just been installed in a printer
D) A request for the installation of a new bookkeeping package

Solutions: