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

1. The service provider thinks that the service levels will not be met might a certain incident occur. When will the customer be informed?

A) Before the breach
B) Never
C) After the breach
D) During service reporting

2. 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) The appointment of a specialist department responsible for the development of the process structures
C) A top-down approach whereby the management of the organization strongly and visibly enforces the implementation
D) The involvement and commitment of personnel at all levels in the organization from operational staff to top management

3. What are the key contents of an IT Service Management system?

A) A documented organizational and operational structure
B) A software system for the ticket
C) Systematic processes for ticket recording and follow-up only
D) A software system to monitor the key performance indicators (KPIs)

4. What may define the scope of Service Management in the Service Management plan?

A) the specific processes undertaken
B) the number of staff
C) the location of the services
D) the size of the infrastructure

5. Due to excessive workload, the Desktop Support group has been unable to meet their agreed service levels. One of the major contributing factors is the time being spent in direct communication with users. Which Process or Function can help to alleviate some of this workload?

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

Solutions: