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

1. What is a purpose of ISO/IEC 20000?

A) to promote the adoption of an integrated process approach
B) to provide best practice guidance on security management
C) to promote the adoption of IT governance
D) to provide best practice guidance on IT Service Management

2. What defines Service Quality?

A) Meeting stated customer requirements and expectations
B) Achieving a 99.999% continuous level of availability
C) Providing a cost-effective service
D) A series of activities that can be assessed in advance by a provider and customer

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

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

4. Why is it important that the Service Desk attempts to link an Incident to a Known Error?

A) because this means the incident can be resolved more quickly
B) because this is part of the IT Service Management model
C) because this allows incidents to be better tracked
D) because otherwise Problem Management cannot work

5. What is required to be in place for emergency changes?

A) Service Continuity Plans
B) Controlled Acceptance Test environment
C) Capacity plans
D) policies and procedures

Solutions: