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Only need to practice for 20 to 30 hours

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

1. Which process or function has the responsibility of distributing information to users?

A) Customer Relationship Management
B) Service Desk
C) Incident Management
D) Change Management

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

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

3. 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) Configuration Management
B) Release Management
C) Service Desk
D) Change Management

4. What is the most common process that is associated with the Service Desk?

A) Configuration Management
B) Incident Management
C) Change Management
D) Service Level Management

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

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

Solutions: