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

1. What is the aim of an internal audit?

A) To instruct all employees that quality-related requirements must be observed
B) To monitor employee performance
C) To verify whether the defined key performance indicators (KPIs) are actually determined
D) To ensure and improve one's own quality capability

2. What are the key contents of an IT Service Management system?

A) A software system to monitor the key performance indicators (KPIs)
B) A software system for the ticket
C) A documented organizational and operational structure
D) Systematic processes for ticket recording and follow-up only

3. What defines Service Quality'?

A) Achieving a 99.999% continuous level of availability
B) Providing a cost-effective service
C) Meeting stated customer requirements and expectations
D) A series of activities that can be assessed in advance by a provider and customer

4. Which process has the goal to maintain and improve rr Service quality, through a constant cycle of agreeing, monitoring and reporting upon IT service achievements and the investigation of actions to eradicate poor service?

A) Financial Management for IT Services
B) IT Service Continuity Management
C) Availability Management
D) Service Level Management

5. The service provider thinks that the service levels will not be met might a certain incident occur. When will the customer be informed?

A) During service reporting
B) Never
C) Before the breach
D) After the breach

Solutions: