IT Service Management Foundation based on ISO/IEC 20000 (EX0-115) Free Practice Test

Question 1

When can the building and testing of a Change begin?

A. As soon as the Request for Change (RFC) has been classified

B. As soon as there is a correct network plan for the change

C. As soon as the Request for Change (RFC) has been formally authorized

D. As soon as the impact analysis has been discussed by the members of the Change Advisory Board

Correct Answer: C

Question 2

What is the best definition of a Service management system?

A. ability to maintain availability of theIT infrastructure, services and supporting organization to ensure these requirements are met consistently

B. processes, procedures, responsibilities and resources for implementing Service management

C. set of measures and procedures to ensure that the provided services continue to fulfill the expectations of the customer

D. mandatory Service management practices followed by everyone in the service provider organizations

Correct Answer: B

Question 3

What is used for the assessment of maturity of organizations?

A. CMMI@

B. CobIT

C. MOF

D. ITIL@

Correct Answer: A

Question 4

A Change leads to a modification of an IT element.
Which of the following terms best describes the element being modified?

A. A deployed infrastructure

B. A Configuration Item

C. A developed application

D. A Service

Correct Answer: B

Question 5

Which process is responsible for supplying first-line support and assistance in daily use of iT services?

A. Service level management

B. Incident management

C. Service reporting

D. Availability management

Correct Answer: B

Question 6

What is the most common process that is associated with the Service Desk?

A. Configuration Management

B. Service Level Management

C. Incident Management

D. Change Management

Correct Answer: C

Question 7

Which process reports about software failures resulting from software changes?

A. Incident and service request management

B. Service reporting

C. Problem management

D. Availability management

Correct Answer: A

Question 8

Why is a Service management system required?

A. To satisfy the needs of legislative requirements across the world

B. To deliver a fit for purpose service that is aligned to the agreed customer requirements

C. To guarantee that Service levels will be met in all circumstances

D. To manage the financial costs of service delivery according to agreed budgets

Correct Answer: B

Question 9

A recent request for a new phone has been received. The request has all necessary approvals but when the service provider places the order with the vendor, the phone is now out of stock and new stock is not due for two weeks. This delay will breach the agreed fulfillment time.
What action should a service provider perform if a service request cannot be fulfilled within the agreed timefra mes?

A. Nothing, the service provider cannot control stock levels of the supplier

B. Escalate according to procedures

C. Cancel the request and inform the customer

D. Find a new vendor who has the request phone

Correct Answer: B

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EXIN IT Service Management Foundation based on ISO/IEC 20000 (EX0-115) Free Practice Test