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

1. In the context of standards, what does the term "conformity" stand for?

A) Compliance with a requirement
B) Alignment of an audit nonconformity report to a re-audit report
C) Verification of supplier certification
D) Quality Management System certification by an approved body

2. 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) Level Management
B) Problem Management
C) Incident Management
D) Service Desk Service

3. What is the aim of an internal audit?

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

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

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

5. Through which process does the implementation of new or changed services, including closure of a service, need to be planned and approved?

A) Business Relationship Management
B) Release Management
C) Change Management
D) Service Level Management

Solutions: