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

1. Which process is responsible for registering the relationships within the IT infrastructure?

A) Configuration Management
B) Asset Management
C) Change Management
D) Release Management

2. When improving the IT Service Management system, what needs to be considered to ensure on-going compliance with the service provider's corporate objectives / requirements?

A) The time to update the process documentation
B) The budget available to Human Resources
C) Any standards defined by the company itself
D) A competitor's process management system

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

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

4. What is the difference between a process owner and a process manager?

A) a process owner is responsible for the effectiveness of the process and a process manager is responsible for the realization of the process
B) a process owner is a director and a process manager is a manager
C) a process owner must have a Manager's Certificate and a process manager must have a Practitioner's certificate
D) a process owner will work directly with business leadership and the process manager only works within IT

5. What defines Service Quality?

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

Solutions: