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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) Underpinning Contracts
D) Operational Level Contracts

2. 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

3. What does Service Management aim to achieve?

A) to provide well-defined processes and measures, by which the Service Management organization can rate their quality for the customer
B) to exceed expectations at all times based on solid processes followed rigidly at all times
C) to exceed expectations occasionally, recognizing that the customer will be disappointed at other times
D) to provide an agreed and well-defined level of quality, based on ongoing communication with the customer

4. What can be improved by achieving quality objectives?

A) Effectiveness of the service
B) Relationship with unauthorized patties
C) Relationship with interested suppliers
D) Personal satisfaction of the Configuration Manager

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

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

Solutions: