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

1. What is mandatory to define in the incident management procedures?

A) The recording of problems
B) The recording of deficiencies in the configuration management database (CMDB)
C) The implementation of emergency changes
D) The escalation of incidents

2. What does Service Management aim to achieve?

A) to provide an agreed and well-defined level of quality, based on ongoing communication with the customer
B) to provide well-defined processes and measures, by which the Service Management organization can rate their quality for the customer
C) to exceed expectations at all times based on solid processes followed rigidly at all times
D) to exceed expectations occasionally, recognizing that the customer will be disappointed at other times

3. Which process or function has the responsibility of distributing information to users?

A) Customer Relationship Management
B) Service Desk
C) Change Management
D) Incident Management

4. What is used for the assessment of maturity of organizations?

A) CMMI@
B) CobIT
C) MOF
D) ITIL@

5. What is a Configuration Baseline?

A) A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time
B) A configuration audit report
C) The change requests allocated to a release
D) A benchmark of the service provider's capability

Solutions: