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

1. What is required to be in place for emergency changes?

A) Capacity plans
B) Controlled Acceptance Test environment
C) policies and procedures
D) Service Continuity Plans

2. Quality Management Systems can assist organizations in enhancing what?

A) Relationship with third parties
B) Customer satisfaction
C) ISO/EC 20000
D) Supplier satisfaction

3. When a new service is being planned Service Level Management (SLM) needs to ensure that existing performance levels of other IT services will not be unduly impacted.
From which process will Service Level Management (SLM) require input?

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

4. Which process or function has the responsibility of distributing information to users?

A) Incident Management
B) Customer Relationship Management
C) Change Management
D) Service Desk

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

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

Solutions: