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

1. What is required for an implementation of IT Service Management to be successful?

A) Buy-in specifically from the levels in the organization which will be operationally involved in IT Service Management activities
B) A top-down approach whereby the management of the organization strongly and visibly enforces the implementation
C) The appointment of a specialist department responsible for the development of the process structures
D) The involvement and commitment of personnel at all levels in the organization from operational staff to top management

2. Input from other Service Management processes is required to keep the IT service continuity plan current
Which process has the most to contribute?

A) Availability management
B) Financial management for IT services
C) Problem management
D) Change management

3. Which process or function is responsible for supplying first-line support and assistance in daily use of IT services'?

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

4. Through which process does the implementation of new or changed services, including closure of a service, need to be planned and approved?

A) Service Level Management
B) Change Management
C) Business Relationship Management
D) Release Management

5. Which of the following activities in the Problem Management process is related to the Change Management process?

A) identifying Problems
B) classifying Problems
C) correcting Problems
D) investigating a solution

Solutions: