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

1. What does Service Management aim to achieve?

A) to provide an agreed and well-defined level of quality, based on ongoing communication with the customer
B) to exceed expectations at all times based on solid processes followed rigidly at all times
C) to provide well-defined processes and measures, by which the Service Management organization can rate their quality for the customer
D) to exceed expectations occasionally, recognizing that the customer will be disappointed at other times

2. One of the activities required for effective planning, coordination and evaluation of requested changes is assessing the impact and required resources.
Which process or function is responsible for this activity?

A) Change Management
B) Release Management
C) Service Desk
D) Configuration Management

3. What is meant by the Urgency of an Incident?

A) the degree to which the solution of an incident tolerates delay
B) the relative importance of the incidents when handling them
C) the degree to which the incident gives rise to a deviation from the normal service level
D) the time needed by IT Services to resolve the incident

4. When can the building and testing of a Change begin?

A) As soon as the Request for Change (RFC) has been formally authorized
B) As soon as there is a correct network plan for the change
C) As soon as the Request for Change (RFC) has been classified
D) As soon as the impact analysis has been discussed by the members of the Change Advisory Board

5. Which process has the objective to ensure that the available supply of processing power matches the business demands, both now and in the future?

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

Solutions: