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

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

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

2. Which processes should the Plan, Do, Check, Act methodology be applied to?

A) all of the processes within the scope
B) the Requirements for a Management System process
C) those that support business critical services
D) the Planning & Implementing Service Management process

3. Which statement with regard to Information Security Management is true?

A) Security Incidents need to be reported and recorded immediately in line with the Problem Management procedure.
B) Security Incidents shall only be reported and recorded if they affect more than one user
C) Information Security Management to specifically focus on managing Information Security effective within all information systems.
D) Management with appropriate authority shall approve an Information Security policy.

4. In recent months at a transport company with 1500 desktops, dozens of requests have been received for expansion of the internal memory because its size has proven to be insufficient.
Which process should have prevented this from happening?

A) Configuration Management
B) Service Level Management
C) Capacity Management
D) Availability Management

5. While planning for service improvements, what is an important best practice to consider?

A) The progress of service improvement should be discussed at least weekly in the steering committee.
B) The service improvement targets should not change until the target is reached, or else no consistency is maintained
C) The progress should be monitored closely by an independent project manager to maintain objectivity.
D) Service improvement targets should be measurable, linked to business objectives and documented in a plan.

Solutions: