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

1. What is the best definition of "Quality system"?

A) set of the measures and procedures used to ensure that the services provided continue to fulfill the expectations of the customer and the relevant agreements
B) ability to maintain availability of the IT infrastructure, services and supporting organization to ensure these requirements are met consistently
C) mandatory Quality management practices followed by everyone in the service provider organizations
D) organizational structure related to responsibilities, procedures and resources for implementing quality management

2. Staff should be trained in relevant aspects of Service Management. What information with respect to training should be maintained?

A) A record of all future training courses for each employee
B) An overview of all possible training modules that match with competences
C) An overview of all personal details per employee
D) A chronological training record for each individual

3. What can be improved by achieving quality objectives?

A) Personal satisfaction of the Configuration Manager
B) Relationship with interested suppliers
C) Effectiveness of the service
D) Relationship with unauthorized patties

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

5. What is the definition of IT Service Management?

A) An organization supping services to one or more customers
B) Requirements for delivering service based upon best practices
C) Specialized organizational capabilities providing value to customers
D) Best practice guidance for operating services

Solutions: