Simulate the real exam

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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. According to ISO/IEC 20000, what is the minimum frequency for the Service Provider and the Customer to attend a service review meeting for discussing changes to the service scope?

A) annually
B) only when there is a business need to change the service
C) quarterly
D) monthly

2. An e-mail client software upgrade requires a security patch for the operating system and a memory upgrade.
Which process or function is responsible for rolling out these Changes?

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

3. What is a Configuration Baseline?

A) A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time
B) A configuration audit report
C) The change requests allocated to a release
D) A benchmark of the service provider's capability

4. Deming proposed a system of continuous improvement.
Which four activities does this system involve?

A) Plan. Do. Check and Act
B) Plan. Perform. Audit and Improve
C) Plan. Perform. Evaluate and Act
D) Plan. Do. Evaluate and Act

5. What is the objective of a Management System?

A) to ensure that Key Performance Indicators (KPIs) are defined for all IT services
B) to define, agree, record and manage levels of services
C) to ensure that new services and changes to services will be deliverable and manageable at the agreed cost and services quality
D) to provide the policies and the framework that is needed for the effective management and implementation of all IT services

Solutions: