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

1. A company decides to apply the principle of continual improvement. Which action would result from this decision?

A) Review the Service Management System at least annual
B) Analyze customer satisfaction and identify resulting actions
C) Analyze and evaluate the existing situation to identify areas for improvement
D) Start an internal service organization evaluation

2. What is the objective of a Management System?

A) to ensure that Key Performance Indicators (KPIs) are defined for all IT services
B) to provide the policies and the framework that is needed for the effective management and implementation of all IT services
C) to ensure that new services and changes to services will be deliverable and manageable at the agreed cost and services quality
D) to define, agree, record and manage levels of services

3. What is a best practice for Capacity Management?

A) The resilience of the infrastructure components should be measured and included in the Capacity plan.
B) A Capacity plan documenting the actual performance and the expected requirements should be produced at least annually.
C) Decisions about service provision should be based on cost effectiveness comparisons.
D) The Service Catalog should be maintained and kept up-to-date.

4. Which processes should the Plan, Do, Check, Act methodology be applied to?

A) the Planning & Implementing Service Management process
B) the Requirements for a Management System process
C) those that support business critical services
D) all of the processes within the scope

5. What defines Service Quality'?

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

Solutions: