IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Free Practice Test

Question 1

Quality Management Systems can assist organizations in enhancing what?

A. Customer satisfaction

B. ISO/EC 20000

C. Relationship with third parties

D. Supplier satisfaction

Correct Answer: A

Question 2

Which process or function is responsible for supplying first-line support and assistance in daily use of IT services'?

A. Availability Management

B. Service Level Management

C. Service Desk

D. Incident Management

Correct Answer: C

Question 3

In the context of standards, what does the term "conformity" stand for?

A. Quality Management System certification by an approved body

B. Compliance with a requirement

C. Alignment of an audit nonconformity report to a re-audit report

D. Verification of supplier certification

Correct Answer: B

Question 4

The ISO/IEC 20000 standard requires that service reports are produced using information based on service delivery and SMS activities.
How are these service reports used?

A. to present a professional image of the company

B. as the basis for making management decisions and taking actions based on findings

C. as input to financial management in order to determine charges for the service

D. to compare the performance of the Service desk with service targets

Correct Answer: B

Question 5

In many organizations, management tasks or parts of those tasks are performed t>y third parties.
Agreements are made with these parties that are expressed in contracts.
What are these contracts called?

A. Operational Level Contracts

B. Underpinning Contracts

C. Service Contracts

D. Service Level Agreements (SLAs)

Correct Answer: C

Question 6

Which process includes the responsibility of recovering the service as quickly as possible?

A. IT Service Continuity Management

B. Incident management

C. Problem Management

D. Availability Management

Correct Answer: B

Question 7

What is the objective of the maintain and improve the SMS stage (Act)?

A. to improve the efficiency and effectiveness of the business

B. to improve the efficiency and effectiveness of the processes

C. to improve the efficiency and effectiveness of service provision

D. to improve the efficiency and effectiveness of service support

Correct Answer: C

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EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Free Practice Test