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

1. Which process aims to prevent incidents resulting from changes to the IT infrastructure?

A) Problem Management
B) Incident Management
C) Change Management
D) Availability Management

2. What defines Service Quality'?

A) Meeting stated customer requirements and expectations
B) Achieving a 99.999% continuous level of availability
C) Providing a cost-effective service
D) A series of activities that can be assessed in advance by a provider and customer

3. What is a Configuration Baseline?

A) A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time
B) The change requests allocated to a release
C) A configuration audit report
D) A benchmark of the service provider's capability

4. What is the best definition of "Quality system"?

A) ability to maintain availability of the IT infrastructure, services and supporting organization to ensure these requirements are met consistently
B) set of the measures and procedures used to ensure that the services provided continue to fulfill the expectations of the customer and the relevant agreements
C) organizational structure related to responsibilities, procedures and resources for implementing quality management
D) mandatory Quality management practices followed by everyone in the service provider organizations

5. What may define the scope of Service Management in the Service Management plan?

A) the specific processes undertaken
B) the size of the infrastructure
C) the number of staff
D) the location of the services

Solutions: