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

2. 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) Level Management
B) Problem Management
C) Service Desk Service
D) Incident Management

3. Staff should be trained in relevant aspects of Service Management. What information with respect to training should be maintained?

A) An overview of all personal details per employee
B) A chronological training record for each individual
C) An overview of all possible training modules that match with competences
D) A record of all future training courses for each employee

4. What is an ISO/EC 20000 requirement relating to the service management plan?

A) It must include the documented procedures specified by the standard
B) It must be available in at least one hard copy and approved
C) It must never include any know-how of the organization
D) It must include the scope of the organization's service management plan

5. What is a best practice for Capacity Management?

A) Decisions about service provision should be based on cost effectiveness comparisons.
B) The Service Catalog should be maintained and kept up-to-date.
C) The resilience of the infrastructure components should be measured and included in the Capacity plan.
D) A Capacity plan documenting the actual performance and the expected requirements should be produced at least annually.

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