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

1. An e-mail client software upgrade requires a security patch for the operating system and a memory upgrade.
Which process or function is responsible for rolling out these Changes?

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

2. What is a parameter for measuring progress relative to key objectives in an organization?

A) Balanced Scorecard (BCS)
B) Key Performance Indicator (KPI)
C) Service Improvement Program (SIP)
D) Critical Success Factor (CSF)

3. What is the most common process that is associated with the Service Desk?

A) Configuration Management
B) Incident Management
C) Change Management
D) Service Level Management

4. Which statement below is not a purpose of Supplier Management procedures?

A) That business transactions between all parties are recorded
B) That information on the performance of all suppliers can be observed and acted upon
C) That the suppliers understand their obligation to the Service Provider
D) That it is made clear that the supplier cannot subcontract part of the delivered services to the Service Provider

5. 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.

Solutions: