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

1. A number of important documents are used within Service Level Management One of these documents consists of an overview of services and Service Levels offered.
What is the name of the document?

A) Service Catalog
B) Service Level Requirement
C) Service Level Agreement (SLA)
D) Underpinning Contract

2. What can be improved by achieving quality objectives?

A) Effectiveness of the service
B) Personal satisfaction of the Configuration Manager
C) Relationship with interested suppliers
D) Relationship with unauthorized patties

3. A Release policy needs to be documented and agreed. What must be included in the Release policy?

A) Releases Requests For Change (RFCs)
B) an analysis of the success or failure of
C) the frequency and type of Releases
D) the Release dates

4. What does Service Management aim to achieve?

A) to provide well-defined processes and measures, by which the Service Management organization can rate their quality for the customer
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 exceed expectations at all times based on solid processes followed rigidly at all times

5. Staff should be trained in relevant aspects of Service Management. What information with respect to training should be maintained?

A) An overview of all possible training modules that match with competences
B) An overview of all personal details per employee
C) A record of all future training courses for each employee
D) A chronological training record for each individual

Solutions: