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

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

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

2. What is the purpose of CobiT?

A) to provide a certified measurement framework that legally provides proof of meeting the Sarbanes-Oxley (SOX) requirements
B) to provide a uniform structure to understand, implement and evaluate IT capabilities, performance and risks
C) to provide a set of detailed practices on how to implement processes and is therefore well suited as a process implementation tool
D) to provide a high level process model that organizes a broad range of IT activities

3. What is the contribution of Availability Management to the Service Level Management process?

A) Availability Management supplies data about the availability requirements of users.
B) Availability Management provides information about the availability of the services being provided.
C) Availability Management ensures that a Service Level Agreement (SLA) is available for all users.
D) Availability Management acts in consultation with users to determine the availability of IT services.

4. 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) Capacity Management
B) Availability Management
C) Configuration Management
D) Service Level Management

5. Which of the following activities in the Problem Management process is related to the Change Management process?

A) investigating a solution
B) classifying Problems
C) identifying Problems
D) correcting Problems

Solutions: