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

1. Input from other Service Management processes is required to keep the IT service continuity plan current
Which process has the most to contribute?

A) Change management
B) Availability management
C) Problem management
D) Financial management for IT services

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

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

3. Which of the following activities in the Problem Management process is related to the Change Management process?

A) investigating a solution
B) identifying Problems
C) classifying Problems
D) correcting Problems

4. Which process aims to prevent incidents resulting from changes to the IT infrastructure?

A) Availability Management
B) Incident Management
C) Change Management
D) Problem Management

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

Solutions: