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

1. What is the contribution of Availability Management to the Service Level Management process?

A) Availability Management supplies data about the availability requirements of users.
B) Availability Management ensures that a Service Level Agreement (SLA) is available for all users.
C) Availability Management provides information about the availability of the services being provided.
D) Availability Management acts in consultation with users to determine the availability of IT services.

2. Deming proposed a system of continuous improvement.
Which four activities does this system involve?

A) Plan. Perform. Evaluate and Act
B) Plan. Do. Evaluate and Act
C) Plan. Perform. Audit and Improve
D) Plan. Do. Check and Act

3. 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) Information about the rollout of a specific application
C) A report that the printer is not working
D) A notification that a new toner cartridge has just been installed in a printer

4. 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) Configuration Management
B) Change Management
C) Release Management
D) Service Desk

5. What may define the scope of Service Management in the Service Management plan?

A) the specific processes undertaken
B) the location of the services
C) the size of the infrastructure
D) the number of staff

Solutions: