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

1. In many organizations, management tasks or parts of those tasks are performed t>y third parties. Agreements are made with these parties that are expressed in contracts.
What are these contracts called?

A) Service Contracts
B) Service Level Agreements (SLAs)
C) Operational Level Contracts
D) Underpinning Contracts

2. Which processes should the Plan, Do, Check, Act methodology be applied to?

A) the Requirements for a Management System process
B) those that support business critical services
C) the Planning & Implementing Service Management process
D) all of the processes within the scope

3. While planning for service improvements, what is an important best practice to consider?

A) The progress of service improvement should be discussed at least weekly in the steering committee.
B) Service improvement targets should be measurable, linked to business objectives and documented in a plan.
C) The service improvement targets should not change until the target is reached, or else no consistency is maintained
D) The progress should be monitored closely by an independent project manager to maintain objectivity.

4. What is the best definition of "Quality system"?

A) mandatory Quality management practices followed by everyone in the service provider organizations
B) set of the measures and procedures used to ensure that the services provided continue to fulfill the expectations of the customer and the relevant agreements
C) ability to maintain availability of the IT infrastructure, services and supporting organization to ensure these requirements are met consistently
D) organizational structure related to responsibilities, procedures and resources for implementing quality management

5. What is a shared concept of both ISO/IEC 27001 and ISCWIEC 20000?

A) Release management
B) Incident management
C) Capacity management
D) Information security management

Solutions: