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

1. What is an ISO/EC 20000 requirement relating to the service management plan?

A) It must include the documented procedures specified by the standard
B) It must be available in at least one hard copy and approved
C) It must never include any know-how of the organization
D) It must include the scope of the organization's service management plan

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

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

3. Input from other Service Management processes is required to keep the IT service continuity plan current
Which process has the most to contribute?

A) Availability management
B) Financial management for IT services
C) Problem management
D) Change management

4. What is a best practice for Capacity Management?

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

5. In many organizations, management tasks or parts of those tasks are performed t>y third parties. Agreements are made with these parties that are expressed in contracts.
What are these contracts called?

A) Service Contracts
B) Service Level Agreements (SLAs)
C) Operational Level Contracts
D) Underpinning Contracts

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