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

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

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

2. What is an ISO/EC 20000 requirement relating to the service management plan?

A) It must include the documented procedures specified by the standard
B) It must never include any know-how of the organization
C) It must be available in at least one hard copy and approved
D) It must include the scope of the organization's service management plan

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

4. When a new service is being planned Service Level Management (SLM) needs to ensure that existing performance levels of other IT services will not be unduly impacted.
From which process will Service Level Management (SLM) require input?

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

5. What is known as a temporary solution that enables the user to continue working?

A) Request For Change (RFC)
B) Service Request
C) Known Error
D) Workaround

Solutions: