What is a shared concept of both ISO/IEC 27001 and ISCWIEC 20000?

Information security management

What is a Configuration Baseline?

A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time

A benchmark of the service provider's capability

The change requests allocated to a release

What data is recorded when an incident is reported to the Service Desk?

the name of the person reporting the Incident

the name of the person handling the Problem

the name of the person who approves the Request for Change (RFC)

the names of persons who are authorized to implement Changes in the Configuration Management Database (CMDB)

A Release policy needs to be documented and agreed. What must be included in the Release policy?

the frequency and type of Releases

an analysis of the success or failure of

Releases Requests For Change (RFCs)

What is meant by the Urgency of an Incident?

the degree to which the solution of an incident tolerates delay

the degree to which the incident gives rise to a deviation from the normal service level

the time needed by IT Services to resolve the incident

the relative importance of the incidents when handling them

Free Exin ITSM20FB Exam Practice Questions & Explanations

Last updated on: Oct 20, 2026
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