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

1. According to ISO/IEC 20000, what is the minimum frequency for the Service Provider and the Customer to attend a service review meeting for discussing changes to the service scope?

A) quarterly
B) only when there is a business need to change the service
C) monthly
D) annually

2. When improving the IT Service Management system, what needs to be considered to ensure on-going compliance with the service provider's corporate objectives / requirements?

A) Any standards defined by the company itself
B) The time to update the process documentation
C) A competitor's process management system
D) The budget available to Human Resources

3. What defines Service Quality'?

A) Meeting stated customer requirements and expectations
B) Providing a cost-effective service
C) Achieving a 99.999% continuous level of availability
D) A series of activities that can be assessed in advance by a provider and customer

4. What is meant by the Urgency of an Incident?

A) the degree to which the incident gives rise to a deviation from the normal service level
B) the relative importance of the incidents when handling them
C) the degree to which the solution of an incident tolerates delay
D) the time needed by IT Services to resolve the incident

5. A Change leads to a modification of an IT element.
Which of the following terms best describes the element being modified?

A) A deployed infrastructure
B) A Service
C) A developed application
D) A Configuration Item

Solutions: