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

1. 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) Request for Change
B) Known Error
C) Workaround
D) Problem

2. Problem Management is responsible for carrying out trend analysis of Incident volumes and types.
What is the reason for this?

A) to be able to charge to the correct users of the service
B) to be able to provide reports to management
C) to prevent repetitive occurrence of Incidents
D) to provide input to the Capacity Database

3. What is the definition of IT Service Management?

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

4. What is a function of processes?

A) They represent a complete set of monitoring options.
B) They complement descriptions of structural and organizational roles and responsibilities
C) They express the level of compliance with the requested quality characteristics.
D) They describe vertical and horizontal escalation options.

5. What may define the scope of Service Management in the Service Management plan?

A) the size of the infrastructure
B) the number of staff
C) the location of the services
D) the specific processes undertaken

Solutions: