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

1. What is a Configuration Baseline?

A) A benchmark of the service provider's capability
B) The change requests allocated to a release
C) A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time
D) A configuration audit report

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

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

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

4. Deming proposed a system of continuous improvement.
Which four activities does this system involve?

A) Plan. Perform. Audit and Improve
B) Plan. Perform. Evaluate and Act
C) Plan. Do. Evaluate and Act
D) Plan. Do. Check and Act

5. Problem Management is responsible for carrying out trend analysis of Incident volumes and types.
What is the reason for this?

A) to be able to provide reports to management
B) to provide input to the Capacity Database
C) to prevent repetitive occurrence of Incidents
D) to be able to charge to the correct users of the service

Solutions: