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EXIN ITSM20F.EN Exam
IT Service Management Foundation based on ISO/IEC 20000 (Page 4 )

Updated On: 7-Feb-2026
Page 4 of 29
PDF with 136 Questions

Which process includes the responsibility of recovering the service as quickly as possible?

  1. Availability Management
  2. IT Service Continuity Management
  3. Incident management
  4. Problem Management

Answer(s): C



What is the definition of IT Service Management?

  1. An organization supping services to one or more customers
  2. Best practice guidance for operating services
  3. Requirements for delivering service based upon best practices
  4. Specialized organizational capabilities providing value to customers

Answer(s): D



Which process or function is responsible for supplying first-line support and assistance in daily use of IT services'?

  1. Availability Management
  2. Incident Management
  3. Service Desk
  4. Service Level Management

Answer(s): C



What does the term "Integrity" mean in the context of Information Security Management?

  1. Protecting the information against unauthorized use
  2. Monitoring the access to information
  3. The accuracy, completeness and correctness of the information
  4. Screening the support staff on their loyalty to the IT organization

Answer(s): D



What is a Known Error?

  1. A serious incident whose resolution is known
  2. A Problem that is resolved
  3. A Problem for which the cause and Workaround have been identified
  4. A Problem that cannot be matched

Answer(s): C






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