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

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

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

2. What is the definition of IT Service Management?

A) An organization supping services to one or more customers
B) Requirements for delivering service based upon best practices
C) Best practice guidance for operating services
D) Specialized organizational capabilities providing value to customers

3. What does Service Management aim to achieve?

A) to exceed expectations occasionally, recognizing that the customer will be disappointed at other times
B) to provide well-defined processes and measures, by which the Service Management organization can rate their quality for the customer
C) to provide an agreed and well-defined level of quality, based on ongoing communication with the customer
D) to exceed expectations at all times based on solid processes followed rigidly at all times

4. Staff should be trained in relevant aspects of Service Management. What information with respect to training should be maintained?

A) A record of all future training courses for each employee
B) An overview of all possible training modules that match with competences
C) A chronological training record for each individual
D) An overview of all personal details per employee

5. What does the term "Integrity" mean in the context of Information Security Management?

A) The accuracy, completeness and correctness of the information
B) Screening the support staff on their loyalty to the IT organization
C) Monitoring the access to information
D) Protecting the information against unauthorized use

Solutions: