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

1. An e-mail client software upgrade requires a security patch for the operating system and a memory upgrade.
Which process or function is responsible for rolling out these Changes?

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

2. Who or what should always be informed in case a release is rejected, delayed or
cancelled?

A) Incident management
B) The senior management representative
C) Change management
D) Business relationship management

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

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

4. When improving the IT Service Management system, what needs to be considered to ensure on-going compliance with the service provider's corporate objectives / requirements?

A) The budget available to Human Resources
B) A competitor's process management system
C) Any standards defined by the company itself
D) The time to update the process documentation

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

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

Solutions: