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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) Underpinning Contract
C) Service Level Agreement (SLA)
D) Service Level Requirement

2. One of the responsibilities of Release Management is to ensure that the master copies of software are stored in a secure location.
What is the name of this location?

A) Configuration Management Database (CMDB)
B) Capacity Database
C) Definitive Software Library (DSL)
D) Software Distribution Library

3. What is the objective of a Management System?

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

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

5. What is the objective of the Security Management process?

A) to manage information security effectively relating to the financial administration of service activities
B) to manage information security effectively for IT staff
C) to manage information security effectively for critical services only
D) to manage information security effectively within all service activities

Solutions: