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

1. 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

2. What defines Service Quality?

A) Meeting stated customer requirements and expectations
B) Achieving a 99.999% continuous level of availability
C) Providing a cost-effective service
D) A series of activities that can be assessed in advance by a provider and customer

3. An e-mail client software upgrade requires a security patch for the operating system and a memory upgrade.
Which process or function is responsible for rolling out these Changes?

A) Security Management
B) Change Management
C) Release Management
D) Service Desk

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

5. What does the term "Integrity" mean in the context of Information Security Management?

A) The accuracy, completeness and correctness of the information
B) Protecting the information against unauthorized use
C) Screening the support staff on their loyalty to the IT organization
D) Monitoring the access to information

Solutions:

Question # 1 Answer: C

Question # 2 Answer: A

Question # 3 Answer: C

Question # 4 Answer: A

Question # 5 Answer: C