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

1. What defines Service Quality'?

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

2. Who or what should always be informed in case a release is rejected, delayed or
cancelled?

A) The senior management representative
B) Business relationship management
C) Incident management
D) Change management

3. Which statement with regard to Information Security Management is true?

A) Security Incidents shall only be reported and recorded if they affect more than one user
B) Information Security Management to specifically focus on managing Information Security effective within all information systems.
C) Management with appropriate authority shall approve an Information Security policy.
D) Security Incidents need to be reported and recorded immediately in line with the Problem Management procedure.

4. Which process aims to prevent incidents resulting from changes to the IT infrastructure?

A) Availability Management
B) Problem Management
C) Change Management
D) Incident Management

5. 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 be able to provide reports to management
C) to provide input to the Capacity Database
D) to prevent repetitive occurrence of Incidents

Solutions: