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EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Sample Questions:

1. 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 re-installed. 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?

A) Request for Change
B) Problem
C) Workaround
D) Known Error

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 relating to the financial administration of service activities
C) to manage information security effectively within all service activities
D) to manage information security effectively for critical services only

3. Which process has the goal to maintain and improve rr Service quality, through a constant cycle of agreeing, monitoring and reporting upon IT service achievements and the investigation of actions to eradicate poor service?

A) Service Level Management
B) Financial Management for IT Services
C) Availability Management
D) IT Service Continuity Management

4. What is an ISO/EC 20000 requirement relating to the service management plan?

A) It must never include any know-how of the organization
B) It must include the documented procedures specified by the standard
C) It must include the scope of the organization's service management plan
D) It must be available in at least one hard copy and approved

5. What has to be included in a well defined process?

A) Statistical support
B) Functions
C) Expected outcomes
D) Timelines

Solutions: