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

1. What is the objective of the service reporting process?

A) to provide progress reports on the planning and implementation of service management
B) to document measures taken to manage information security effectively within all service activities
C) to produce agreed, timely, reliable, accurate information to aid decision making and effective communication
D) to minimize disruption to the business by using the information contained in reports in order to identify and analyze the cause of Incidents

2. Problem Management is responsible for carrying out trend analysis of Incident volumes and types.
What is the reason for this?

A) to prevent repetitive occurrence of Incidents
B) to be able to charge to the correct users of the service
C) to be able to provide reports to management
D) to provide input to the Capacity Database

3. What is meant by the Urgency of an Incident?

A) the relative importance of the incidents when handling them
B) the degree to which the incident gives rise to a deviation from the normal service level
C) the degree to which the solution of an incident tolerates delay
D) the time needed by IT Services to resolve the incident

4. What does Service Management aim to achieve?

A) to exceed expectations at all times based on solid processes followed rigidly at all times
B) to provide an agreed and well-defined level of quality, based on ongoing communication with the customer
C) to provide well-defined processes and measures, by which the Service Management organization can rate their quality for the customer
D) to exceed expectations occasionally, recognizing that the customer will be disappointed at other times

5. In recent months at a transport company with 1500 desktops, dozens of requests have been received for expansion of the internal memory because its size has proven to be insufficient.
Which process should have prevented this from happening?

A) Configuration Management
B) Service Level Management
C) Availability Management
D) Capacity Management

Solutions: