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

1. Which process or function has the responsibility of distributing information to users?

A) Change Management
B) Incident Management
C) Service Desk
D) Customer Relationship Management

2. What is known as a temporary solution that enables the user to continue working?

A) Workaround
B) Known Error
C) Request For Change (RFC)
D) Service Request

3. What is a Known Error?

A) A serious incident whose resolution is known
B) A Problem for which the cause and Workaround have been identified
C) A Problem that is resolved
D) A Problem that cannot be matched

4. A number of important documents are used within Service Level Management One of these documents consists of an overview of services and Service Levels offered.
What is the name of the document?

A) Service Catalog
B) Service Level Requirement
C) Underpinning Contract
D) Service Level Agreement (SLA)

5. What is the objective of the Security Management process?

A) to manage information security effectively within all service activities
B) to manage information security effectively relating to the financial administration of service activities
C) to manage information security effectively for IT staff
D) to manage information security effectively for critical services only

Solutions: