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

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

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

2. What is mandatory to define in the incident management procedures?

A) The recording of deficiencies in the configuration management database (CMDB)
B) The recording of problems
C) The implementation of emergency changes
D) The escalation of incidents

3. 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

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

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

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: