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

1. 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)

2. 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.

3. Which process has the goal to maintain and improve rr Service quality, through a constant cycle of agreeing, monitoring and reporting upon IT service achievements and the investigation of actions to eradicate poor service?

A) Financial Management for IT Services
B) IT Service Continuity Management
C) Service Level Management
D) Availability Management

4. What is the definition of IT Service Management?

A) Specialized organizational capabilities providing value to customers
B) An organization supping services to one or more customers
C) Requirements for delivering service based upon best practices
D) Best practice guidance for operating services

5. Which aspect of the IT-Service Industry is considered to be one of the most important, but also one of the most difficult?

A) methodological order based on best practices
B) innovating the way services are provided
C) incorporating technological innovations
D) constant quality

Solutions: