[2026] EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN)

문제1

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. Service Level Agreements (SLAs)

B. Underpinning Contracts

C. Service Contracts

D. Operational Level Contracts

정답: C

문제2

When a new service is being planned Service Level Management (SLM) needs to ensure that existing performance levels of other IT services will not be unduly impacted.
From which process will Service Level Management (SLM) require input?

A. IT Service Continuity Management

B. Availability Management

C. Capacity Management Financial

D. Management for IT Services

정답: C

문제3

The Service Desk of supplier X continuous receives the same incident report. This concerns the latest version of a client-server application. The problem no longer occurs if the former version is re-installed. Because the cause of the incident has still not been traced, the supplier decides to advise the customers to temporarily install the old version, if the problem occurs.
What is this advice an example of?

A. Request for Change

B. Workaround

C. Known Error

D. Problem

정답: B

문제4

What is required to be in place for emergency changes?

A. policies and procedures

B. Controlled Acceptance Test environment

C. Capacity plans

D. Service Continuity Plans

정답: A

문제5

What is a purpose of ISO/IEC 20000?

A. to provide best practice guidance on security management

B. to provide best practice guidance on IT Service Management

C. to promote the adoption of an integrated process approach

D. to promote the adoption of IT governance

정답: C

문제6

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. only when there is a business need to change the service

B. annually

C. quarterly

D. monthly

정답: B

문제7

What is required for an implementation of IT Service Management to be successful?

A. Buy-in specifically from the levels in the organization which will be operationally involved in IT Service Management activities

B. A top-down approach whereby the management of the organization strongly and visibly enforces the implementation

C. The involvement and commitment of personnel at all levels in the organization from operational staff to top management

D. The appointment of a specialist department responsible for the development of the process structures

정답: C

문제8

What defines Service Quality?

A. Meeting stated customer requirements and expectations

B. Achieving a 99.999% continuous level of availability

C. A series of activities that can be assessed in advance by a provider and customer

D. Providing a cost-effective service

정답: A

EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) - ITSM20F무료 덤프문제 풀어보기

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