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

1. What is the definition of IT Service Management?

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

2. Different types of events are reported to the Service Desk. Which event is an incident?

A) A report that the printer is not working
B) A request for the installation of a new bookkeeping package
C) Information about the rollout of a specific application
D) A notification that a new toner cartridge has just been installed in a printer

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

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

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

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

5. What is meant by the Urgency of an Incident?

A) the degree to which the incident gives rise to a deviation from the normal service level
B) the degree to which the solution of an incident tolerates delay
C) the relative importance of the incidents when handling them
D) the time needed by IT Services to resolve the incident

Solutions: