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

1. What is a purpose of ISO/IEC 20000?

A) to provide best practice guidance on security management
B) to promote the adoption of IT governance
C) to provide best practice guidance on IT Service Management
D) to promote the adoption of an integrated process approach

2. What is the objective of a Management System?

A) to provide the policies and the framework that is needed for the effective management and implementation of all IT services
B) to ensure that new services and changes to services will be deliverable and manageable at the agreed cost and services quality
C) to ensure that Key Performance Indicators (KPIs) are defined for all IT services
D) to define, agree, record and manage levels of services

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

4. What does the term "Integrity" mean in the context of Information Security Management?

A) The accuracy, completeness and correctness of the information
B) Screening the support staff on their loyalty to the IT organization
C) Protecting the information against unauthorized use
D) Monitoring the access to information

5. Which process has the objective to ensure that the available supply of processing power matches the business demands, both now and in the future?

A) Availability Management
B) Capacity Management Financial
C) Management for IT Services
D) IT Service Continuity Management

Solutions: