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

1. Due to excessive workload, the Desktop Support group has been unable to meet their agreed service levels. One of the major contributing factors is the time being spent in direct communication with users. Which Process or Function can help to alleviate some of this workload?

A) Service Desk Service
B) Incident Management
C) Problem Management
D) Level Management

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

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

3. 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 should be monitored closely by an independent project manager to maintain objectivity.
C) The service improvement targets should not change until the target is reached, or else no consistency is maintained
D) The progress of service improvement should be discussed at least weekly in the steering committee.

4. What is the best definition of "Quality system"?

A) ability to maintain availability of the IT infrastructure, services and supporting organization to ensure these requirements are met consistently
B) mandatory Quality management practices followed by everyone in the service provider organizations
C) organizational structure related to responsibilities, procedures and resources for implementing quality management
D) set of the measures and procedures used to ensure that the services provided continue to fulfill the expectations of the customer and the relevant agreements

5. What are the key contents of an IT Service Management system?

A) A software system for the ticket
B) Systematic processes for ticket recording and follow-up only
C) A software system to monitor the key performance indicators (KPIs)
D) A documented organizational and operational structure

Solutions: