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EXIN ITSM20FB Exam Questions
IT Service Management Foundation Bridge based on ISO/IEC 20000 (Page 3 )

Updated On: 23-Apr-2026
Page 3 of 17
PDF with 78 Questions

What is the difference between a process owner and a process manager?

  1. a process owner is responsible for the effectiveness of the process and a process manager is responsible for the realization of the process
  2. a process owner is a director and a process manager is a manager
  3. a process owner must have a Manager's Certificate and a process manager must have a Practitioner's certificate
  4. a process owner will work directly with business leadership and the process manager only works within IT

Answer(s): A



Which aspect of the IT-Service Industry is considered to be one of the most important, but also one of the most difficult?

  1. constant quality
  2. incorporating technological innovations
  3. innovating the way services are provided
  4. methodological order based on best practices

Answer(s): A



What is used for the assessment of maturity of organizations?

  1. CMMI®
  2. CobITTM
  3. ITIL®
  4. MOF

Answer(s): A



Which process aims to prevent incidents resulting from changes to the IT infrastructure?

  1. Availability Management
  2. Change Management
  3. Incident Management
  4. Problem Management

Answer(s): B



What is required to be in place for emergency changes?

  1. Capacity plans
  2. Controlled Acceptance Test environment
  3. policies and procedures
  4. Service Continuity Plans

Answer(s): C



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