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

1. Documentation is a substantial part of the evidence for Service Management What is a best practice relating to documentation?

A) Documentation should be protected from damage due to IT related disasters.
B) Documentation should be kept at least five years for auditing purposes.
C) Documentation should refer to the requirements of ISO/EC 20000 for audit purposes.
D) Documentation should be stored at a central place and be only accessible via procedures

2. Which aspect of the IT-Service Industry is considered to be one of the most important, but also one of the most difficult?

A) incorporating technological innovations
B) methodological order based on best practices
C) innovating the way services are provided
D) constant quality

3. According to ISO/IEC 20000, what is the minimum frequency for the Service Provider and the Customer to attend a service review meeting for discussing changes to the service scope?

A) quarterly
B) annually
C) monthly
D) only when there is a business need to change the service

4. Through which process does the implementation of new or changed services, including closure of a service, need to be planned and approved?

A) Release Management
B) Change Management
C) Business Relationship Management
D) Service Level Management

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

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

Solutions: