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

1. In many organizations, management tasks or parts of those tasks are performed t>y third parties. Agreements are made with these parties that are expressed in contracts.
What are these contracts called?

A) Underpinning Contracts
B) Service Contracts
C) Operational Level Contracts
D) Service Level Agreements (SLAs)

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

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

3. What is the definition of IT Service Management?

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

4. Problem Management is responsible for carrying out trend analysis of Incident volumes and types.
What is the reason for this?

A) to be able to provide reports to management
B) to provide input to the Capacity Database
C) to be able to charge to the correct users of the service
D) to prevent repetitive occurrence of Incidents

5. What data is recorded when an incident is reported to the Service Desk?

A) the names of persons who are authorized to implement Changes in the Configuration Management Database (CMDB)
B) the name of the person handling the Problem
C) the name of the person who approves the Request for Change (RFC)
D) the name of the person reporting the Incident

Solutions: