ITSM20F.EN Exam Training Practice Tests (EXIN IT Service Management Foundation based on ISO/IEC 20000)]

Question 1

In the context of standards, what does the term "conformity" stand for?

A. Compliance with a requirement B. Quality Management System certification by an approved body C. Alignment of an audit nonconformity report to a re-audit report D. Verification of supplier certification

Correct Answer: A

Question 2

One of the activities required for effective planning, coordination and evaluation of requested changes is assessing the impact and required resources.
Which process or function is responsible for this activity?

A. Configuration Management B. Service Desk C. Change Management D. Release Management

Correct Answer: C

Question 3

Which interested party will define Service level requirements?

A. End user B. Customer C. Supplier D. Service provider

Correct Answer: B

Question 4

Having a policy that defines and manages customer complaints is a key element of Business Relationship Management.
According to ISO/IEC 20000-1, what actions should a service provider perform if the complaint is not resolved?

A. Suspend or fire the staff member who is named in the complaint B. Initiate early contract termination procedures C. Follow the defined escalation path D. Ignore it as it will eventually go away

Correct Answer: C

Question 5

Over the years, an insurance company has become more dependent on the information systems at the office. This has led to an arrangement which ensures the continual delivery of the most important IT services in the event of a major business disruption.
Which process is responsible to insure that the business requirements are met during such circumstances?

A. Availability management B. Service continuity management C. Supplier management D. Service level management

Correct Answer: B

Question 6

What is the best definition of a Service management system?

A. mandatory Service management practices followed by everyone in the service provider organizations B. processes, procedures, responsibilities and resources for implementing Service management C. set of measures and procedures to ensure that the provided services continue to fulfill the expectations of the customer D. ability to maintain availability of theIT infrastructure, services and supporting organization to ensure these requirements are met consistently

Correct Answer: B

Question 7

Which aspect of the IT-Service Industry is considered to be one of the most important, but also one of the most difficult?

A. incorporating technological innovations B. innovating the way services are provided C. constant quality D. methodological order based on best practices

Correct Answer: C

Question 8

Which process has the objective to ensure that the available supply of processing power matches the business demands, both now and in the future?

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

Correct Answer: A

EXIN IT Service Management Foundation based on ISO/IEC 20000 - ITSM20F.EN Exam Practice Test