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

1. What may define the scope of Service Management in the Service Management plan?

A) the location of the services
B) the size of the infrastructure
C) the specific processes undertaken
D) the number of staff

2. One of the activities of Problem Management is the analysis of historical Incident and Problem data held in the Configuration Management Database (CMDB) in order to understand trends.
Which aspect of Problem Management accomplishes this?

A) Identification of root causes
B) Proactive Problem Management
C) Error Control
D) Problem Control

3. What is the objective of a Management System?

A) to provide the policies and the framework that is needed for the effective management and implementation of all IT services
B) to ensure that Key Performance Indicators (KPIs) are defined for all IT services
C) to ensure that new services and changes to services will be deliverable and manageable at the agreed cost and services quality
D) to define, agree, record and manage levels of services

4. 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 occasionally, recognizing that the customer will be disappointed at other times
C) to exceed expectations at all times based on solid processes followed rigidly at all times
D) to provide well-defined processes and measures, by which the Service Management organization can rate their quality for the customer

5. What must be included in a well defined Process structure?

A) functions
B) timelines
C) expected results
D) statistical support

Solutions: