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EXIN ITSM20F Exam Questions
IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) (Page 5 )

Updated On: 23-Apr-2026
Page 5 of 29
PDF with 136 Questions

Which process or function has the responsibility of distributing information to users?

  1. Change Management
  2. Customer Relationship Management
  3. Incident Management
  4. Service Desk

Answer(s): D



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

  1. The frequency and types of Releases
  2. The Incidents related to a Release in the period following a Release
  3. The Release dates
  4. The Request for Change (RFC)

Answer(s): B



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

  1. A developed application
  2. A Configuration Item
  3. A Service
  4. A deployed infrastructure

Answer(s): B



What defines Service Quality'?

  1. A series of activities that can be assessed in advance by a provider and customer
  2. Achieving a 99.999% continuous level of availability
  3. Meeting stated customer requirements and expectations
  4. Providing a cost-effective service

Answer(s): C



In the context of standards, what does the term "conformity" stand for?

  1. Alignment of an audit nonconformity report to a re-audit report
  2. Compliance with a requirement
  3. Quality Management System certification by an approved body
  4. Verification of supplier certification

Answer(s): B



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