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

1. What is the definition of IT Service Management?

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

2. Staff should be trained in relevant aspects of Service Management. What information with respect to training should be maintained?

A) A record of all future training courses for each employee
B) An overview of all possible training modules that match with competences
C) An overview of all personal details per employee
D) A chronological training record for each individual

3. Which processes should the Plan, Do, Check, Act methodology be applied to?

A) those that support business critical services
B) the Planning & Implementing Service Management process
C) all of the processes within the scope
D) the Requirements for a Management System process

4. A company decides to apply the principle of continual improvement. Which action would result from this decision?

A) Start an internal service organization evaluation
B) Review the Service Management System at least annual
C) Analyze and evaluate the existing situation to identify areas for improvement
D) Analyze customer satisfaction and identify resulting actions

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

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

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