EXIN ITSM ITSM20F

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

1. What is a function of processes?

A) They express the level of compliance with the requested quality characteristics.
B) They complement descriptions of structural and organizational roles and responsibilities
C) They represent a complete set of monitoring options.
D) They describe vertical and horizontal escalation options.

2. Through which process does the implementation of new or changed services, including closure of a service, need to be planned and approved?

A) Service Level Management
B) Change Management
C) Business Relationship Management
D) Release Management

3. In recent months at a transport company with 1500 desktops, dozens of requests have been received for expansion of the internal memory because its size has proven to be insufficient.
Which process should have prevented this from happening?

A) Service Level Management
B) Configuration Management
C) Capacity Management
D) Availability Management

4. 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 an agreed and well-defined level of quality, based on ongoing communication with the customer
C) to provide well-defined processes and measures, by which the Service Management organization can rate their quality for the customer
D) to exceed expectations at all times based on solid processes followed rigidly at all times

5. What would increase the amount of detail in the Configuration Management Database (CMDB)?

A) Increasing the number of attributes of each Configuration Item (CI) in the CMDB
B) Increasing the number of records in the CMDB
C) Increasing the scope of the CMDB
D) Increasing the use of the CMDB

Solutions:

Question # 1 Answer: C

Question # 2 Answer: B

Question # 3 Answer: C

Question # 4 Answer: B

Question # 5 Answer: A