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

1. What is mandatory to define in the incident management procedures?

A) The recording of problems
B) The recording of deficiencies in the configuration management database (CMDB)
C) The escalation of incidents
D) The implementation of emergency changes

2. When improving the IT Service Management system, what needs to be considered to ensure on-going compliance with the service provider's corporate objectives / requirements?

A) A competitor's process management system
B) The time to update the process documentation
C) Any standards defined by the company itself
D) The budget available to Human Resources

3. In many organizations, management tasks or parts of those tasks are performed t>y third parties. Agreements are made with these parties that are expressed in contracts.
What are these contracts called?

A) Operational Level Contracts
B) Underpinning Contracts
C) Service Level Agreements (SLAs)
D) Service Contracts

4. What is the objective of a Management System?

A) to provide the policies and the framework that is needed for the effective management and implementation of all IT services
B) to ensure that new services and changes to services will be deliverable and manageable at the agreed cost and services quality
C) to ensure that Key Performance Indicators (KPIs) are defined for all IT services
D) to define, agree, record and manage levels of services

5. What would increase the amount of detail in the Configuration Management Database (CMDB)?

A) Increasing the number of attributes of each Configuration Item (CI) in the CMDB
B) Increasing the use of the CMDB
C) Increasing the scope of the CMDB
D) Increasing the number of records in the CMDB

Solutions: