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

1. What is required to be in place for emergency changes?

A) policies and procedures
B) Service Continuity Plans
C) Controlled Acceptance Test environment
D) Capacity plans

2. 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

3. What would increase the amount of detail in the Configuration Management Database (CMDB)?

A) Increasing the number of records in the CMDB
B) Increasing the scope of the CMDB
C) Increasing the number of attributes of each Configuration Item (CI) in the CMDB
D) Increasing the use of the CMDB

4. Which process includes the responsibility of recovering the service as quickly as possible?

A) Incident management
B) Problem Management
C) IT Service Continuity Management
D) Availability Management

5. 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

Solutions: