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

1. Due to excessive workload, the Desktop Support group has been unable to meet their agreed service levels. One of the major contributing factors is the time being spent in direct communication with users. Which Process or Function can help to alleviate some of this workload?

A) Problem Management
B) Level Management
C) Service Desk Service
D) Incident Management

2. Which aspect of the IT-Service Industry is considered to be one of the most important, but also one of the most difficult?

A) innovating the way services are provided
B) incorporating technological innovations
C) constant quality
D) methodological order based on best practices

3. In the context of standards, what does the term "conformity" stand for?

A) Compliance with a requirement
B) Verification of supplier certification
C) Quality Management System certification by an approved body
D) Alignment of an audit nonconformity report to a re-audit report

4. Different types of events are reported to the Service Desk. Which event is an incident?

A) A report that the printer is not working
B) Information about the rollout of a specific application
C) A notification that a new toner cartridge has just been installed in a printer
D) A request for the installation of a new bookkeeping package

5. What is the definition of IT Service Management?

A) Requirements for delivering service based upon best practices
B) Specialized organizational capabilities providing value to customers
C) An organization supping services to one or more customers
D) Best practice guidance for operating services

Solutions: