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

2. What is the contribution of Availability Management to the Service Level Management process?

A) Availability Management acts in consultation with users to determine the availability of IT services.
B) Availability Management supplies data about the availability requirements of users.
C) Availability Management ensures that a Service Level Agreement (SLA) is available for all users.
D) Availability Management provides information about the availability of the services being provided.

3. A number of important documents are used within Service Level Management One of these documents consists of an overview of services and Service Levels offered.
What is the name of the document?

A) Underpinning Contract
B) Service Catalog
C) Service Level Agreement (SLA)
D) Service Level Requirement

4. Documentation is a substantial part of the evidence for Service Management What is a best practice relating to documentation?

A) Documentation should be protected from damage due to IT related disasters.
B) Documentation should be stored at a central place and be only accessible via procedures
C) Documentation should be kept at least five years for auditing purposes.
D) Documentation should refer to the requirements of ISO/EC 20000 for audit purposes.

5. According to ISO/IEC 20000, what is the minimum frequency for the Service Provider and the Customer to attend a service review meeting for discussing changes to the service scope?

A) annually
B) quarterly
C) only when there is a business need to change the service
D) monthly

Solutions: