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

1. What can be improved by achieving quality objectives?

A) Relationship with interested suppliers
B) Relationship with unauthorized patties
C) Personal satisfaction of the Configuration Manager
D) Effectiveness of the service

2. What is a function of processes?

A) They express the level of compliance with the requested quality characteristics.
B) They represent a complete set of monitoring options.
C) They complement descriptions of structural and organizational roles and responsibilities
D) They describe vertical and horizontal escalation options.

3. Which statement below is not a purpose of Supplier Management procedures?

A) That information on the performance of all suppliers can be observed and acted upon
B) That business transactions between all parties are recorded
C) That it is made clear that the supplier cannot subcontract part of the delivered services to the Service Provider
D) That the suppliers understand their obligation to the Service Provider

4. What is the objective of the service reporting process?

A) to minimize disruption to the business by using the information contained in reports in order to identify and analyze the cause of Incidents
B) to document measures taken to manage information security effectively within all service activities
C) to produce agreed, timely, reliable, accurate information to aid decision making and effective communication
D) to provide progress reports on the planning and implementation of service management

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

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

Solutions: