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

1. What is a Known Error?

A) A Problem that is resolved
B) A Problem that cannot be matched
C) A Problem for which the cause and Workaround have been identified
D) A serious incident whose resolution is known

2. What is the best definition of "Quality system"?

A) ability to maintain availability of the IT infrastructure, services and supporting organization to ensure these requirements are met consistently
B) organizational structure related to responsibilities, procedures and resources for implementing quality management
C) mandatory Quality management practices followed by everyone in the service provider organizations
D) set of the measures and procedures used to ensure that the services provided continue to fulfill the expectations of the customer and the relevant agreements

3. Which process has the objective to ensure that the available supply of processing power matches the business demands, both now and in the future?

A) Capacity Management Financial
B) IT Service Continuity Management
C) Availability Management
D) Management for IT Services

4. Which process or function has the responsibility of distributing information to users?

A) Incident Management
B) Service Desk
C) Change Management
D) Customer Relationship Management

5. What can be improved by achieving quality objectives?

A) Relationship with interested suppliers
B) Effectiveness of the service
C) Relationship with unauthorized patties
D) Personal satisfaction of the Configuration Manager

Solutions: