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  3. ITSM20FB

EXIN ITSM20FB Exam (page: 3)
EXIN IT Service Management Foundation Bridge based on ISO/IEC 20000
Updated on: 12-Feb-2026

Viewing Page 3 of 17
ITSM20FB PDF 78 Questions

Documentation is a substantial part of the evidence for Service Management What is a best practice relating to documentation?

  1. Documentation should be kept at least five years for auditing purposes.
  2. Documentation should be protected from damage due to IT related disasters.
  3. Documentation should be stored at a central place and be only accessible via procedures
  4. Documentation should refer to the requirements of ISO/EC 20000 for audit purposes.

Answer(s): B



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 reinstalled.
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?

  1. Known Error
  2. Problem
  3. Workaround
  4. Request for Change

Answer(s): C



What is the objective of the Security Management process?

  1. to manage information security effectively for critical services only
  2. to manage information security effectively for IT staff
  3. to manage information security effectively relating to the financial administration of service activities
  4. to manage information security effectively within all service activities

Answer(s): D



What is the most common process that is associated with the Service Desk?

  1. Change Management
  2. Configuration Management
  3. Incident Management
  4. Service Level Management

Answer(s): C



Problem Management is responsible for carrying out trend analysis of Incident volumes and types. What is the reason for this?

  1. to be able to charge to the correct users of the service
  2. to be able to provide reports to management
  3. to prevent repetitive occurrence of Incidents
  4. to provide input to the Capacity Database

Answer(s): C



Viewing Page 3 of 17



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