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

1. Which process or function is responsible for supplying first-line support and assistance in daily use of IT services'?

A) Incident Management
B) Service Level Management
C) Service Desk
D) Availability Management

2. Which process has the goal to maintain and improve rr Service quality, through a constant cycle of agreeing, monitoring and reporting upon IT service achievements and the investigation of actions to eradicate poor service?

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

3. Quality Management Systems can assist organizations in enhancing what?

A) Supplier satisfaction
B) ISO/EC 20000
C) Relationship with third parties
D) Customer satisfaction

4. In the context of standards, what does the term "conformity" stand for?

A) Compliance with a requirement
B) Verification of supplier certification
C) Quality Management System certification by an approved body
D) Alignment of an audit nonconformity report to a re-audit report

5. 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 use of the CMDB
C) Increasing the number of attributes of each Configuration Item (CI) in the CMDB
D) Increasing the scope of the CMDB

Solutions: