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

2. What is the contribution of Availability Management to the Service Level Management process?

A) Availability Management ensures that a Service Level Agreement (SLA) is available for all users.
B) Availability Management supplies data about the availability requirements of users.
C) Availability Management provides information about the availability of the services being provided.
D) Availability Management acts in consultation with users to determine the availability of IT services.

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

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

4. The Service Desk of supplier X continuous receives the same incident report. This concerns the latest version of a client-server application. The problem no longer occurs if the former version is re-installed. Because the cause of the incident has still not been traced, the supplier decides to advise the customers to temporarily install the old version, if the problem occurs.
What is this advice an example of?

A) Problem
B) Request for Change
C) Workaround
D) Known Error

5. What is the most common process that is associated with the Service Desk?

A) Change Management
B) Incident Management
C) Configuration Management
D) Service Level Management

Solutions: