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

1. Different types of events are reported to the Service Desk. Which event is an incident?

A) A request for the installation of a new bookkeeping package
B) A notification that a new toner cartridge has just been installed in a printer
C) A report that the printer is not working
D) Information about the rollout of a specific application

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

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

3. What is a best practice for Capacity Management?

A) Decisions about service provision should be based on cost effectiveness comparisons.
B) The Service Catalog should be maintained and kept up-to-date.
C) A Capacity plan documenting the actual performance and the expected requirements should be produced at least annually.
D) The resilience of the infrastructure components should be measured and included in the Capacity plan.

4. What is required for an implementation of IT Service Management to be successful?

A) A top-down approach whereby the management of the organization strongly and visibly enforces the implementation
B) The involvement and commitment of personnel at all levels in the organization from operational staff to top management
C) Buy-in specifically from the levels in the organization which will be operationally involved in IT Service Management activities
D) The appointment of a specialist department responsible for the development of the process structures

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

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

Solutions: