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

1. What is the most common process that is associated with the Service Desk?

A) Change Management
B) Incident Management
C) Configuration Management
D) Service Level Management

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

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

3. What is a best practice for Capacity Management?

A) A Capacity plan documenting the actual performance and the expected requirements should be produced at least annually.
B) Decisions about service provision should be based on cost effectiveness comparisons.
C) The Service Catalog should be maintained and kept up-to-date.
D) The resilience of the infrastructure components should be measured and included in the Capacity plan.

4. Different types of events are reported to the Service Desk. Which event is an incident?

A) A report that the printer is not working
B) Information about the rollout of a specific application
C) A notification that a new toner cartridge has just been installed in a printer
D) A request for the installation of a new bookkeeping package

5. What is a shared concept of both ISO/IEC 27001 and ISCWIEC 20000?

A) Capacity management
B) Release management
C) Incident management
D) Information security management

Solutions: