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

1. A company decides to apply the principle of continual improvement. Which action would result from this decision?

A) Analyze and evaluate the existing situation to identify areas for improvement
B) Start an internal service organization evaluation
C) Analyze customer satisfaction and identify resulting actions
D) Review the Service Management System at least annual

2. When improving the IT Service Management system, what needs to be considered to ensure on-going compliance with the service provider's corporate objectives / requirements?

A) A competitor's process management system
B) The budget available to Human Resources
C) The time to update the process documentation
D) Any standards defined by the company itself

3. Which process has the objective to ensure that the available supply of processing power matches the business demands, both now and in the future?

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

4. What is the purpose of CobiT?

A) to provide a high level process model that organizes a broad range of IT activities
B) to provide a certified measurement framework that legally provides proof of meeting the Sarbanes-Oxley (SOX) requirements
C) to provide a set of detailed practices on how to implement processes and is therefore well suited as a process implementation tool
D) to provide a uniform structure to understand, implement and evaluate IT capabilities, performance and risks

5. What is an ISO/EC 20000 requirement relating to the service management plan?

A) It must never include any know-how of the organization
B) It must include the scope of the organization's service management plan
C) It must include the documented procedures specified by the standard
D) It must be available in at least one hard copy and approved

Solutions: