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

1. What does Service Management aim to achieve?

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

2. According to ISO/IEC 20000, what is the minimum frequency for the Service Provider and the Customer to attend a service review meeting for discussing changes to the service scope?

A) only when there is a business need to change the service
B) monthly
C) quarterly
D) annually

3. Which process has the goal to maintain and improve rr Service quality, through a constant cycle of agreeing, monitoring and reporting upon IT service achievements and the investigation of actions to eradicate poor service?

A) Service Level Management
B) IT Service Continuity Management
C) Financial Management for IT Services
D) Availability Management

4. One of the activities required for effective planning, coordination and evaluation of requested changes is assessing the impact and required resources.
Which process or function is responsible for this activity?

A) Release Management
B) Service Desk
C) Change Management
D) Configuration Management

5. What is an ISO/EC 20000 requirement relating to the service management plan?

A) It must include the documented procedures specified by the standard
B) It must include the scope of the organization's service management plan
C) It must be available in at least one hard copy and approved
D) It must never include any know-how of the organization

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