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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) 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

2. One of the activities required for effective planning, coordination and evaluation of requested changes is assessing the impact and required resources.
Which process or function is responsible for this activity?

A) Service Desk
B) Change Management
C) Configuration Management
D) Release Management

3. What is known as a temporary solution that enables the user to continue working?

A) Request For Change (RFC)
B) Known Error
C) Workaround
D) Service Request

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

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

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

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

Solutions: