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

1. In recent months at a transport company with 1500 desktops, dozens of requests have been received for expansion of the internal memory because its size has proven to be insufficient.
Which process should have prevented this from happening?

A) Configuration Management
B) Service Level Management
C) Availability Management
D) Capacity Management

2. What is the aim of an internal audit?

A) To instruct all employees that quality-related requirements must be observed
B) To monitor employee performance
C) To ensure and improve one's own quality capability
D) To verify whether the defined key performance indicators (KPIs) are actually determined

3. 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

4. What does the term "Integrity" mean in the context of Information Security Management?

A) Monitoring the access to information
B) Screening the support staff on their loyalty to the IT organization
C) Protecting the information against unauthorized use
D) The accuracy, completeness and correctness of the information

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

Solutions: