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

1. What is known as a temporary solution that enables the user to continue working?

A) Service Request
B) Request For Change (RFC)
C) Known Error
D) Workaround

2. What defines Service Quality'?

A) Achieving a 99.999% continuous level of availability
B) A series of activities that can be assessed in advance by a provider and customer
C) Meeting stated customer requirements and expectations
D) Providing a cost-effective service

3. What is a parameter for measuring progress relative to key objectives in an organization?

A) Key Performance Indicator (KPI)
B) Balanced Scorecard (BCS)
C) Critical Success Factor (CSF)
D) Service Improvement Program (SIP)

4. Input from other Service Management processes is required to keep the IT service continuity plan current
Which process has the most to contribute?

A) Availability management
B) Financial management for IT services
C) Problem management
D) Change management

5. What is the difference between a process owner and a process manager?

A) a process owner will work directly with business leadership and the process manager only works within IT
B) a process owner is responsible for the effectiveness of the process and a process manager is responsible for the realization of the process
C) a process owner must have a Manager's Certificate and a process manager must have a Practitioner's certificate
D) a process owner is a director and a process manager is a manager

Solutions: