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

1. What has to be included in a well defined process?

A) Expected outcomes
B) Timelines
C) Statistical support
D) Functions

2. A company decides to apply the principle of continual improvement. Which action would result from this decision?

A) Analyze and evaluate the existing situation to identify areas for improvement
B) Start an internal service organization evaluation
C) Review the Service Management System at least annual
D) Analyze customer satisfaction and identify resulting actions

3. What is a Known Error?

A) A Problem that is resolved
B) A serious incident whose resolution is known
C) A Problem for which the cause and Workaround have been identified
D) A Problem that cannot be matched

4. A Change leads to a modification of an IT element.
Which of the following terms best describes the element being modified?

A) A deployed infrastructure
B) A developed application
C) A Service
D) A Configuration Item

5. What is a purpose of ISO/IEC 20000?

A) to provide best practice guidance on IT Service Management
B) to promote the adoption of an integrated process approach
C) to provide best practice guidance on security management
D) to promote the adoption of IT governance

Solutions: