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

1. Which aspect of the IT-Service Industry is considered to be one of the most important, but also one of the most difficult?

A) methodological order based on best practices
B) innovating the way services are provided
C) constant quality
D) incorporating technological innovations

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. When improving the IT Service Management system, what needs to be considered to ensure on-going compliance with the service provider's corporate objectives / requirements?

A) The budget available to Human Resources
B) A competitor's process management system
C) Any standards defined by the company itself
D) The time to update the process documentation

4. What is known as a temporary solution that enables the user to continue working?

A) Known Error
B) Service Request
C) Request For Change (RFC)
D) Workaround

5. Which statement below is not a purpose of Supplier Management procedures?

A) That it is made clear that the supplier cannot subcontract part of the delivered services to the Service Provider
B) That business transactions between all parties are recorded
C) That information on the performance of all suppliers can be observed and acted upon
D) That the suppliers understand their obligation to the Service Provider

Solutions: