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

1. What is the definition of IT Service Management?

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

2. 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) Service Desk Service
B) Level Management
C) Problem Management
D) Incident Management

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

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

4. The Service Desk of supplier X continuous receives the same incident report. This concerns the latest version of a client-server application. The problem no longer occurs if the former version is re-installed. Because the cause of the incident has still not been traced, the supplier decides to advise the customers to temporarily install the old version, if the problem occurs.
What is this advice an example of?

A) Workaround
B) Known Error
C) Problem
D) Request for Change

5. The service provider thinks that the service levels will not be met might a certain incident occur. When will the customer be informed?

A) Never
B) After the breach
C) Before the breach
D) During service reporting

Solutions: