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

1. According to ISO/IEC 20000, what is the minimum frequency for the Service Provider and the Customer to attend a service review meeting for discussing changes to the service scope?

A) quarterly
B) monthly
C) only when there is a business need to change the service
D) annually

2. What may define the scope of Service Management in the Service Management plan?

A) the number of staff
B) the size of the infrastructure
C) the specific processes undertaken
D) the location of the services

3. 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

4. Which statement below is not a purpose of Supplier Management procedures?

A) That the suppliers understand their obligation to the Service Provider
B) That business transactions between all parties are recorded
C) That information on the performance of all suppliers can be observed and acted upon
D) That it is made clear that the supplier cannot subcontract part of the delivered services to the Service Provider

5. What defines Service Quality?

A) Meeting stated customer requirements and expectations
B) A series of activities that can be assessed in advance by a provider and customer
C) Providing a cost-effective service
D) Achieving a 99.999% continuous level of availability

Solutions: