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

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

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

2. What is the definition of IT Service Management?

A) Specialized organizational capabilities providing value to customers
B) Best practice guidance for operating services
C) Requirements for delivering service based upon best practices
D) An organization supping services to one or more customers

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

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

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

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

5. The Service Desk of supplier X continuous receives the same incident report. This concerns the latest version of a client-server application. The problem no longer occurs if the former version is re-installed. Because the cause of the incident has still not been traced, the supplier decides to advise the customers to temporarily install the old version, if the problem occurs.
What is this advice an example of?

A) Problem
B) Request for Change
C) Known Error
D) Workaround

Solutions: