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

1. What is mandatory to define in the incident management procedures?

A) The escalation of incidents
B) The implementation of emergency changes
C) The recording of deficiencies in the configuration management database (CMDB)
D) The recording of problems

2. Which aspect of the IT-Service Industry is considered to be one of the most important, but also one of the most difficult?

A) methodological order based on best practices
B) incorporating technological innovations
C) innovating the way services are provided
D) constant quality

3. What is the objective of the Security Management process?

A) to manage information security effectively for IT staff
B) to manage information security effectively for critical services only
C) to manage information security effectively relating to the financial administration of service activities
D) to manage information security effectively within all service activities

4. While planning for service improvements, what is an important best practice to consider?

A) The service improvement targets should not change until the target is reached, or else no consistency is maintained
B) The progress should be monitored closely by an independent project manager to maintain objectivity.
C) The progress of service improvement should be discussed at least weekly in the steering committee.
D) Service improvement targets should be measurable, linked to business objectives and documented in a plan.

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

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