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

1. A Release policy needs to be documented and agreed. What must be included in the Release policy?

A) the Release dates
B) an analysis of the success or failure of
C) Releases Requests For Change (RFCs)
D) the frequency and type of Releases

2. One of the activities of Problem Management is the analysis of historical Incident and Problem data held in the Configuration Management Database (CMDB) in order to understand trends.
Which aspect of Problem Management accomplishes this?

A) Problem Control
B) Proactive Problem Management
C) Error Control
D) Identification of root causes

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

A) organizational structure related to responsibilities, procedures and resources for implementing quality management
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) mandatory Quality management practices followed by everyone in the service provider organizations
D) ability to maintain availability of the IT infrastructure, services and supporting organization to ensure these requirements are met consistently

4. What is the contribution of Availability Management to the Service Level Management process?

A) Availability Management ensures that a Service Level Agreement (SLA) is available for all users.
B) Availability Management acts in consultation with users to determine the availability of IT services.
C) Availability Management supplies data about the availability requirements of users.
D) Availability Management provides information about the availability of the services being provided.

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

Solutions: