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

1. What is the difference between a process owner and a process manager?

A) a process owner is responsible for the effectiveness of the process and a process manager is responsible for the realization of the process
B) a process owner will work directly with business leadership and the process manager only works within IT
C) a process owner must have a Manager's Certificate and a process manager must have a Practitioner's certificate
D) a process owner is a director and a process manager is a manager

2. What data is recorded when an incident is reported to the Service Desk?

A) the name of the person handling the Problem
B) the name of the person who approves the Request for Change (RFC)
C) the name of the person reporting the Incident
D) the names of persons who are authorized to implement Changes in the Configuration Management Database (CMDB)

3. A number of important documents are used within Service Level Management One of these documents consists of an overview of services and Service Levels offered.
What is the name of the document?

A) Underpinning Contract
B) Service Catalog
C) Service Level Agreement (SLA)
D) Service Level Requirement

4. Which statement below is not a purpose of Supplier Management procedures?

A) That business transactions between all parties are recorded
B) That information on the performance of all suppliers can be observed and acted upon
C) That the suppliers understand their obligation to the Service Provider
D) That it is made clear that the supplier cannot subcontract part of the delivered services to the Service Provider

5. What is the objective of a Management System?

A) to define, agree, record and manage levels of services
B) to ensure that Key Performance Indicators (KPIs) are defined for all IT services
C) to ensure that new services and changes to services will be deliverable and manageable at the agreed cost and services quality
D) to provide the policies and the framework that is needed for the effective management and implementation of all IT services

Solutions:

Question # 1 Answer: A

Question # 2 Answer: C

Question # 3 Answer: B

Question # 4 Answer: D

Question # 5 Answer: D