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

1. Which statement below is not a purpose of Supplier Management procedures?

A) That the suppliers understand their obligation to the Service Provider
B) That information on the performance of all suppliers can be observed and acted upon
C) That it is made clear that the supplier cannot subcontract part of the delivered services to the Service Provider
D) That business transactions between all parties are recorded

2. In many organizations, management tasks or parts of those tasks are performed t>y third parties. Agreements are made with these parties that are expressed in contracts.
What are these contracts called?

A) Service Level Agreements (SLAs)
B) Operational Level Contracts
C) Service Contracts
D) Underpinning Contracts

3. What is required for an implementation of IT Service Management to be successful?

A) Buy-in specifically from the levels in the organization which will be operationally involved in IT Service Management activities
B) A top-down approach whereby the management of the organization strongly and visibly enforces the implementation
C) The involvement and commitment of personnel at all levels in the organization from operational staff to top management
D) The appointment of a specialist department responsible for the development of the process structures

4. 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 Problem that is resolved
D) A serious incident whose resolution is known

5. 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

Solutions: