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

1. 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) mandatory Quality management practices followed by everyone in the service provider organizations
C) organizational structure related to responsibilities, procedures and resources for implementing quality management
D) 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

2. According to ISO/IEC 20000, what is the minimum frequency for the Service Provider and the Customer to attend a service review meeting for discussing changes to the service scope?

A) annually
B) quarterly
C) only when there is a business need to change the service
D) monthly

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

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

4. What are the key contents of an IT Service Management system?

A) A software system for the ticket
B) Systematic processes for ticket recording and follow-up only
C) A software system to monitor the key performance indicators (KPIs)
D) A documented organizational and operational structure

5. Problem Management is responsible for carrying out trend analysis of Incident volumes and types.
What is the reason for this?

A) to be able to charge to the correct users of the service
B) to prevent repetitive occurrence of Incidents
C) to provide input to the Capacity Database
D) to be able to provide reports to management

Solutions: