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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) Start an internal service organization evaluation
C) Analyze customer satisfaction and identify resulting actions
D) Analyze and evaluate the existing situation to identify areas for improvement

2. In many organizations, management tasks or parts of those tasks are performed t>y third parties. Agreements are made with these parties that are expressed in contracts.
What are these contracts called?

A) Service Level Agreements (SLAs)
B) Underpinning Contracts
C) Service Contracts
D) Operational Level Contracts

3. Which process has the goal to maintain and improve rr Service quality, through a constant cycle of agreeing, monitoring and reporting upon IT service achievements and the investigation of actions to eradicate poor service?

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

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

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

5. What is mandatory to define in the incident management procedures?

A) The recording of deficiencies in the configuration management database (CMDB)
B) The recording of problems
C) The escalation of incidents
D) The implementation of emergency changes

Solutions: