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

1. What is the difference between a process owner and a process manager?

A) a process owner is responsible for the effectiveness of the process and a process manager is responsible for the realization of the process
B) a process owner will work directly with business leadership and the process manager only works within IT
C) a process owner must have a Manager's Certificate and a process manager must have a Practitioner's certificate
D) a process owner is a director and a process manager is a manager

2. When improving the IT Service Management system, what needs to be considered to ensure on-going compliance with the service provider's corporate objectives / requirements?

A) A competitor's process management system
B) The time to update the process documentation
C) The budget available to Human Resources
D) Any standards defined by the company itself

3. What defines Service Quality?

A) Meeting stated customer requirements and expectations
B) Achieving a 99.999% continuous level of availability
C) Providing a cost-effective service
D) A series of activities that can be assessed in advance by a provider and customer

4. What would increase the amount of detail in the Configuration Management Database (CMDB)?

A) Increasing the number of records in the CMDB
B) Increasing the scope of the CMDB
C) Increasing the number of attributes of each Configuration Item (CI) in the CMDB
D) Increasing the use of the CMDB

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

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

Solutions: