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

1. 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

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

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

3. One of the responsibilities of Release Management is to ensure that the master copies of software are stored in a secure location.
What is the name of this location?

A) Definitive Software Library (DSL)
B) Configuration Management Database (CMDB)
C) Software Distribution Library
D) Capacity Database

4. Deming proposed a system of continuous improvement.
Which four activities does this system involve?

A) Plan. Do. Evaluate and Act
B) Plan. Perform. Evaluate and Act
C) Plan. Do. Check and Act
D) Plan. Perform. Audit and Improve

5. What is the contribution of Availability Management to the Service Level Management process?

A) Availability Management provides information about the availability of the services being provided.
B) Availability Management acts in consultation with users to determine the availability of IT services.
C) Availability Management supplies data about the availability requirements of users.
D) Availability Management ensures that a Service Level Agreement (SLA) is available for all users.

Solutions: