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

1. Who or what should always be informed in case a release is rejected, delayed or
cancelled?

A) Incident management
B) Business relationship management
C) Change management
D) The senior management representative

2. Why is it important that the Service Desk attempts to link an Incident to a Known Error?

A) because this allows incidents to be better tracked
B) because this is part of the IT Service Management model
C) because this means the incident can be resolved more quickly
D) because otherwise Problem Management cannot work

3. While planning for service improvements, what is an important best practice to consider?

A) The service improvement targets should not change until the target is reached, or else no consistency is maintained
B) The progress of service improvement should be discussed at least weekly in the steering committee.
C) The progress should be monitored closely by an independent project manager to maintain objectivity.
D) Service improvement targets should be measurable, linked to business objectives and documented in a plan.

4. A number of important documents are used within Service Level Management One of these documents consists of an overview of services and Service Levels offered.
What is the name of the document?

A) Service Level Requirement
B) Underpinning Contract
C) Service Level Agreement (SLA)
D) Service Catalog

5. Which process aims to prevent incidents resulting from changes to the IT infrastructure?

A) Availability Management
B) Problem Management
C) Incident Management
D) Change Management

Solutions: