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

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

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

2. The Service Desk of supplier X continuous receives the same incident report. This concerns the latest version of a client-server application. The problem no longer occurs if the former version is re-installed. Because the cause of the incident has still not been traced, the supplier decides to advise the customers to temporarily install the old version, if the problem occurs.
What is this advice an example of?

A) Workaround
B) Request for Change
C) Problem
D) Known Error

3. What has to be included in a well defined process?

A) Functions
B) Statistical support
C) Expected outcomes
D) Timelines

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

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

5. What defines Service Quality'?

A) A series of activities that can be assessed in advance by a provider and customer
B) Meeting stated customer requirements and expectations
C) Providing a cost-effective service
D) Achieving a 99.999% continuous level of availability

Solutions: