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

1. One of the activities required for effective planning, coordination and evaluation of requested changes is assessing the impact and required resources.
Which process or function is responsible for this activity?

A) Service Desk
B) Release Management
C) Configuration Management
D) Change Management

2. A Release policy needs to be documented and agreed. What must be included in the Release policy?

A) Releases Requests For Change (RFCs)
B) an analysis of the success or failure of
C) the Release dates
D) the frequency and type of Releases

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

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

4. Which process is responsible for registering the relationships within the IT infrastructure?

A) Release Management
B) Configuration Management
C) Change Management
D) Asset Management

5. What is the contribution of Availability Management to the Service Level Management process?

A) Availability Management acts in consultation with users to determine the availability of IT services.
B) Availability Management ensures that a Service Level Agreement (SLA) is available for all users.
C) Availability Management provides information about the availability of the services being provided.
D) Availability Management supplies data about the availability requirements of users.

Solutions: