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

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

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

2. When a new service is being planned Service Level Management (SLM) needs to ensure that existing performance levels of other IT services will not be unduly impacted.
From which process will Service Level Management (SLM) require input?

A) Capacity Management Financial
B) Availability Management
C) Management for IT Services
D) IT Service Continuity Management

3. What is a shared concept of both ISO/IEC 27001 and ISCWIEC 20000?

A) Release management
B) Capacity management
C) Information security management
D) Incident management

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

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

5. Which process has the goal to maintain and improve rr Service quality, through a constant cycle of agreeing, monitoring and reporting upon IT service achievements and the investigation of actions to eradicate poor service?

A) Service Level Management
B) Financial Management for IT Services
C) Availability Management
D) IT Service Continuity Management

Solutions: