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

1. A company decides to apply the principle of continual improvement. Which action would result from this decision?

A) Review the Service Management System at least annual
B) Analyze customer satisfaction and identify resulting actions
C) Start an internal service organization evaluation
D) Analyze and evaluate the existing situation to identify areas for improvement

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

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

3. Who or what should always be informed in case a release is rejected, delayed or
cancelled?

A) Change management
B) The senior management representative
C) Business relationship management
D) Incident management

4. Input from other Service Management processes is required to keep the IT service continuity plan current
Which process has the most to contribute?

A) Problem management
B) Change management
C) Availability management
D) Financial management for IT services

5. Which aspect of the IT-Service Industry is considered to be one of the most important, but also one of the most difficult?

A) methodological order based on best practices
B) incorporating technological innovations
C) innovating the way services are provided
D) constant quality

Solutions: