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

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

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

2. What does Service Management aim to achieve?

A) to exceed expectations at all times based on solid processes followed rigidly at all times
B) to provide an agreed and well-defined level of quality, based on ongoing communication with the customer
C) to exceed expectations occasionally, recognizing that the customer will be disappointed at other times
D) to provide well-defined processes and measures, by which the Service Management organization can rate their quality for the customer

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

4. What is a function of processes?

A) They express the level of compliance with the requested quality characteristics.
B) They represent a complete set of monitoring options.
C) They describe vertical and horizontal escalation options.
D) They complement descriptions of structural and organizational roles and responsibilities

5. What is the aim of an internal audit?

A) To instruct all employees that quality-related requirements must be observed
B) To monitor employee performance
C) To ensure and improve one's own quality capability
D) To verify whether the defined key performance indicators (KPIs) are actually determined

Solutions: