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

1. What must be included in a well defined Process structure?

A) timelines
B) statistical support
C) functions
D) expected results

2. When a new service is being planned Service Level Management (SLM) needs to ensure that existing performance levels of other IT services will not be unduly impacted.
From which process will Service Level Management (SLM) require input?

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

3. The service provider thinks that the service levels will not be met might a certain incident occur. When will the customer be informed?

A) Never
B) Before the breach
C) After the breach
D) During service reporting

4. 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

5. Staff should be trained in relevant aspects of Service Management. What information with respect to training should be maintained?

A) An overview of all possible training modules that match with competences
B) A chronological training record for each individual
C) An overview of all personal details per employee
D) A record of all future training courses for each employee

Solutions: