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

1. What is required for an implementation of IT Service Management to be successful?

A) The involvement and commitment of personnel at all levels in the organization from operational staff to top management
B) A top-down approach whereby the management of the organization strongly and visibly enforces the implementation
C) Buy-in specifically from the levels in the organization which will be operationally involved in IT Service Management activities
D) The appointment of a specialist department responsible for the development of the process structures

2. Different types of events are reported to the Service Desk. Which event is an incident?

A) A request for the installation of a new bookkeeping package
B) Information about the rollout of a specific application
C) A report that the printer is not working
D) A notification that a new toner cartridge has just been installed in a printer

3. What does the term "Integrity" mean in the context of Information Security Management?

A) Protecting the information against unauthorized use
B) Screening the support staff on their loyalty to the IT organization
C) Monitoring the access to information
D) The accuracy, completeness and correctness of the information

4. What is used for the assessment of maturity of organizations?

A) ITIL@
B) CMMI@
C) CobIT
D) MOF

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

Solutions: