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

1. What may define the scope of Service Management in the Service Management plan?

A) the number of staff
B) the size of the infrastructure
C) the location of the services
D) the specific processes undertaken

2. What is used for the assessment of maturity of organizations?

A) CobIT
B) MOF
C) ITIL@
D) CMMI@

3. In recent months at a transport company with 1500 desktops, dozens of requests have been received for expansion of the internal memory because its size has proven to be insufficient.
Which process should have prevented this from happening?

A) Configuration Management
B) Capacity Management
C) Availability Management
D) Service Level Management

4. What is the most common process that is associated with the Service Desk?

A) Incident Management
B) Configuration Management
C) Change Management
D) Service Level Management

5. Which process or function is responsible for supplying first-line support and assistance in daily use of IT services'?

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

Solutions: