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

1. One of the activities required for effective planning, coordination and evaluation of requested changes is assessing the impact and required resources.
Which process or function is responsible for this activity?

A) Configuration Management
B) Release Management
C) Change Management
D) Service Desk

2. Which process has the objective to ensure that the available supply of processing power matches the business demands, both now and in the future?

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

3. What is the best definition of "Quality system"?

A) mandatory Quality management practices followed by everyone in the service provider organizations
B) organizational structure related to responsibilities, procedures and resources for implementing quality management
C) 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
D) ability to maintain availability of the IT infrastructure, services and supporting organization to ensure these requirements are met consistently

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

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

5. Due to excessive workload, the Desktop Support group has been unable to meet their agreed service levels. One of the major contributing factors is the time being spent in direct communication with users. Which Process or Function can help to alleviate some of this workload?

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

Solutions: