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

1. Problem Management is responsible for carrying out trend analysis of Incident volumes and types.
What is the reason for this?

A) to be able to charge to the correct users of the service
B) to be able to provide reports to management
C) to prevent repetitive occurrence of Incidents
D) to provide input to the Capacity Database

2. What is the objective of the Security Management process?

A) to manage information security effectively for IT staff
B) to manage information security effectively within all service activities
C) to manage information security effectively for critical services only
D) to manage information security effectively relating to the financial administration of service activities

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

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

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

5. What is a best practice for Capacity Management?

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

Solutions: