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

1. Problem Management is responsible for carrying out trend analysis of Incident volumes and types.
What is the reason for this?

A) to be able to charge to the correct users of the service
B) to provide input to the Capacity Database
C) to prevent repetitive occurrence of Incidents
D) to be able to provide reports to management

2. What is an ISO/EC 20000 requirement relating to the service management plan?

A) It must include the scope of the organization's service management plan
B) It must include the documented procedures specified by the standard
C) It must be available in at least one hard copy and approved
D) It must never include any know-how of the organization

3. The success and failure of Releases shall be measured. What is included in these measurements?

A) The Request for Change (RFC)
B) The frequency and types of Releases
C) The Release dates
D) The Incidents related to a Release in the period following a Release

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

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

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

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

Solutions: