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

2. Which process has the objective to ensure that the available supply of processing power matches the business demands, both now and in the future?

A) Management for IT Services
B) IT Service Continuity Management
C) Capacity Management Financial
D) Availability Management

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

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

4. What is the most common process that is associated with the Service Desk?

A) Incident Management
B) Change Management
C) Configuration Management
D) Service Level Management

5. What is a best practice for Capacity Management?

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

Solutions: