Instantly download ITSM20F updated real questions
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Updated: Jun 03, 2026
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EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Sample Questions:
1. What data is recorded when an incident is reported to the Service Desk?
A) the name of the person reporting the Incident
B) the name of the person who approves the Request for Change (RFC)
C) the name of the person handling the Problem
D) the names of persons who are authorized to implement Changes in the Configuration Management Database (CMDB)
2. What is the objective of the Security Management process?
A) to manage information security effectively for IT staff
B) to manage information security effectively for critical services only
C) to manage information security effectively relating to the financial administration of service activities
D) to manage information security effectively within all service activities
3. Why is it important that the Service Desk attempts to link an Incident to a Known Error?
A) because this is part of the IT Service Management model
B) because this allows incidents to be better tracked
C) because this means the incident can be resolved more quickly
D) because otherwise Problem Management cannot work
4. What is a function of processes?
A) They describe vertical and horizontal escalation options.
B) They express the level of compliance with the requested quality characteristics.
C) They complement descriptions of structural and organizational roles and responsibilities
D) They represent a complete set of monitoring options.
5. What would increase the amount of detail in the Configuration Management Database (CMDB)?
A) Increasing the number of attributes of each Configuration Item (CI) in the CMDB
B) Increasing the use of the CMDB
C) Increasing the number of records in the CMDB
D) Increasing the scope of the CMDB
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: D | Question # 3 Answer: C | Question # 4 Answer: D | Question # 5 Answer: A |
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