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

1. While planning for service improvements, what is an important best practice to consider?

A) Service improvement targets should be measurable, linked to business objectives and documented in a plan.
B) The progress of service improvement should be discussed at least weekly in the steering committee.
C) The service improvement targets should not change until the target is reached, or else no consistency is maintained
D) The progress should be monitored closely by an independent project manager to maintain objectivity.

2. One of the activities of Problem Management is the analysis of historical Incident and Problem data held in the Configuration Management Database (CMDB) in order to understand trends.
Which aspect of Problem Management accomplishes this?

A) Problem Control
B) Identification of root causes
C) Error Control
D) Proactive Problem Management

3. What is a Known Error?

A) A Problem that cannot be matched
B) A Problem for which the cause and Workaround have been identified
C) A serious incident whose resolution is known
D) A Problem that is resolved

4. A Change leads to a modification of an IT element.
Which of the following terms best describes the element being modified?

A) A Service
B) A developed application
C) A Configuration Item
D) A deployed infrastructure

5. What data is recorded when an incident is reported to the Service Desk?

A) the name of the person reporting the Incident
B) the name of the person who approves the Request for Change (RFC)
C) the name of the person handling the Problem
D) the names of persons who are authorized to implement Changes in the Configuration Management Database (CMDB)

Solutions: