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

1. What is the objective of the Security Management process?

A) to manage information security effectively relating to the financial administration of service activities
B) to manage information security effectively for critical services only
C) to manage information security effectively within all service activities
D) to manage information security effectively for IT staff

2. What is a Configuration Baseline?

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

3. Staff should be trained in relevant aspects of Service Management. What information with respect to training should be maintained?

A) A chronological training record for each individual
B) A record of all future training courses for each employee
C) An overview of all possible training modules that match with competences
D) An overview of all personal details per employee

4. Due to excessive workload, the Desktop Support group has been unable to meet their agreed service levels. One of the major contributing factors is the time being spent in direct communication with users. Which Process or Function can help to alleviate some of this workload?

A) Service Desk Service
B) Problem Management
C) Level Management
D) Incident Management

5. 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) Any standards defined by the company itself
C) The time to update the process documentation
D) The budget available to Human Resources

Solutions: