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

1. While planning for service improvements, what is an important best practice to consider?

A) The service improvement targets should not change until the target is reached, or else no consistency is maintained
B) The progress should be monitored closely by an independent project manager to maintain objectivity.
C) The progress of service improvement should be discussed at least weekly in the steering committee.
D) Service improvement targets should be measurable, linked to business objectives and documented in a plan.

2. What is a shared concept of both ISO/IEC 27001 and ISCWIEC 20000?

A) Capacity management
B) Information security management
C) Release management
D) Incident management

3. 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) only when there is a business need to change the service
C) monthly
D) annually

4. What is a Known Error?

A) A serious incident whose resolution is known
B) A Problem that is resolved
C) A Problem that cannot be matched
D) A Problem for which the cause and Workaround have been identified

5. What would increase the amount of detail in the Configuration Management Database (CMDB)?

A) Increasing the use of the CMDB
B) Increasing the number of records in the CMDB
C) Increasing the number of attributes of each Configuration Item (CI) in the CMDB
D) Increasing the scope of the CMDB

Solutions: