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

1. What is required for an implementation of IT Service Management to be successful?

A) The appointment of a specialist department responsible for the development of the process structures
B) A top-down approach whereby the management of the organization strongly and visibly enforces the implementation
C) The involvement and commitment of personnel at all levels in the organization from operational staff to top management
D) Buy-in specifically from the levels in the organization which will be operationally involved in IT Service Management activities

2. What has to be included in a well defined process?

A) Expected outcomes
B) Timelines
C) Statistical support
D) Functions

3. What data is recorded when an incident is reported to the Service Desk?

A) the name of the person reporting the Incident
B) the name of the person who approves the Request for Change (RFC)
C) the names of persons who are authorized to implement Changes in the Configuration Management Database (CMDB)
D) the name of the person handling the Problem

4. Which statement below is not a purpose of Supplier Management procedures?

A) That information on the performance of all suppliers can be observed and acted upon
B) That business transactions between all parties are recorded
C) That it is made clear that the supplier cannot subcontract part of the delivered services to the Service Provider
D) That the suppliers understand their obligation to the Service Provider

5. What may define the scope of Service Management in the Service Management plan?

A) the size of the infrastructure
B) the location of the services
C) the specific processes undertaken
D) the number of staff

Solutions: