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

1. What is used for the assessment of maturity of organizations?

A) ITIL@
B) MOF
C) CobIT
D) CMMI@

2. Which process has the goal to maintain and improve rr Service quality, through a constant cycle of agreeing, monitoring and reporting upon IT service achievements and the investigation of actions to eradicate poor service?

A) Financial Management for IT Services
B) Availability Management
C) IT Service Continuity Management
D) Service Level Management

3. One of the activities of Problem Management is the analysis of historical Incident and Problem data held in the Configuration Management Database (CMDB) in order to understand trends.
Which aspect of Problem Management accomplishes this?

A) Proactive Problem Management
B) Error Control
C) Problem Control
D) Identification of root causes

4. Input from other Service Management processes is required to keep the IT service continuity plan current
Which process has the most to contribute?

A) Financial management for IT services
B) Problem management
C) Change management
D) Availability management

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

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

Solutions: