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

1. Which processes should the Plan, Do, Check, Act methodology be applied to?

A) the Requirements for a Management System process
B) those that support business critical services
C) the Planning & Implementing Service Management process
D) all of the processes within the scope

2. What is a Configuration Baseline?

A) A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time
B) A benchmark of the service provider's capability
C) The change requests allocated to a release
D) A configuration audit report

3. What defines Service Quality'?

A) Meeting stated customer requirements and expectations
B) Providing a cost-effective service
C) Achieving a 99.999% continuous level of availability
D) A series of activities that can be assessed in advance by a provider and customer

4. What does Service Management aim to achieve?

A) to provide an agreed and well-defined level of quality, based on ongoing communication with the customer
B) to exceed expectations occasionally, recognizing that the customer will be disappointed at other times
C) to provide well-defined processes and measures, by which the Service Management organization can rate their quality for the customer
D) to exceed expectations at all times based on solid processes followed rigidly at all times

5. Quality Management Systems can assist organizations in enhancing what?

A) ISO/EC 20000
B) Supplier satisfaction
C) Customer satisfaction
D) Relationship with third parties

Solutions: