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

1. 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

2. A number of important documents are used within Service Level Management One of these documents consists of an overview of services and Service Levels offered.
What is the name of the document?

A) Underpinning Contract
B) Service Catalog
C) Service Level Agreement (SLA)
D) Service Level Requirement

3. The success and failure of Releases shall be measured. What is included in these measurements?

A) The Request for Change (RFC)
B) The frequency and types of Releases
C) The Incidents related to a Release in the period following a Release
D) The Release dates

4. Why is it important that the Service Desk attempts to link an Incident to a Known Error?

A) because this means the incident can be resolved more quickly
B) because this is part of the IT Service Management model
C) because this allows incidents to be better tracked
D) because otherwise Problem Management cannot work

5. What is the difference between a process owner and a process manager?

A) a process owner is responsible for the effectiveness of the process and a process manager is responsible for the realization of the process
B) a process owner will work directly with business leadership and the process manager only works within IT
C) a process owner must have a Manager's Certificate and a process manager must have a Practitioner's certificate
D) a process owner is a director and a process manager is a manager

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