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

1. What is meant by the Urgency of an Incident?

A) the time needed by IT Services to resolve the incident
B) the relative importance of the incidents when handling them
C) the degree to which the solution of an incident tolerates delay
D) the degree to which the incident gives rise to a deviation from the normal service level

2. What is the definition of IT Service Management?

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

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

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

4. Which process has the goal to maintain and improve rr Service quality, through a constant cycle of agreeing, monitoring and reporting upon IT service achievements and the investigation of actions to eradicate poor service?

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

5. According to ISO/IEC 20000, what is the minimum frequency for the Service Provider and the Customer to attend a service review meeting for discussing changes to the service scope?

A) monthly
B) annually
C) only when there is a business need to change the service
D) quarterly

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