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

1. When can the building and testing of a Change begin?

A) As soon as there is a correct network plan for the change
B) As soon as the Request for Change (RFC) has been formally authorized
C) As soon as the impact analysis has been discussed by the members of the Change Advisory Board
D) As soon as the Request for Change (RFC) has been classified

2. A Release policy needs to be documented and agreed. What must be included in the Release policy?

A) Releases Requests For Change (RFCs)
B) an analysis of the success or failure of
C) the Release dates
D) the frequency and type of Releases

3. What is the aim of an internal audit?

A) To instruct all employees that quality-related requirements must be observed
B) To ensure and improve one's own quality capability
C) To verify whether the defined key performance indicators (KPIs) are actually determined
D) To monitor employee performance

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

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

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) Service Desk Service
C) Level Management
D) Incident Management

Solutions: