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

1. What is meant by the Urgency of an Incident?

A) the time needed by IT Services to resolve the incident
B) the relative importance of the incidents when handling them
C) the degree to which the solution of an incident tolerates delay
D) the degree to which the incident gives rise to a deviation from the normal service level

2. What is the purpose of CobiT?

A) to provide a set of detailed practices on how to implement processes and is therefore well suited as a process implementation tool
B) to provide a certified measurement framework that legally provides proof of meeting the Sarbanes-Oxley (SOX) requirements
C) to provide a uniform structure to understand, implement and evaluate IT capabilities, performance and risks
D) to provide a high level process model that organizes a broad range of IT activities

3. 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) Management for IT Services
C) Capacity Management Financial
D) IT Service Continuity Management

4. A company decides to apply the principle of continual improvement. Which action would result from this decision?

A) Analyze and evaluate the existing situation to identify areas for improvement
B) Analyze customer satisfaction and identify resulting actions
C) Start an internal service organization evaluation
D) Review the Service Management System at least annual

5. Who or what should always be informed in case a release is rejected, delayed or
cancelled?

A) Incident management
B) Business relationship management
C) Change management
D) The senior management representative

Solutions: