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

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 means the incident can be resolved more quickly
C) because otherwise Problem Management cannot work
D) because this is part of the IT Service Management model

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

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

4. What must be included in a well defined Process structure?

A) expected results
B) functions
C) timelines
D) statistical support

5. A company decides to apply the principle of continual improvement. Which action would result from this decision?

A) Start an internal service organization evaluation
B) Analyze customer satisfaction and identify resulting actions
C) Analyze and evaluate the existing situation to identify areas for improvement
D) Review the Service Management System at least annual

Solutions: