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

1. When improving the IT Service Management system, what needs to be considered to ensure on-going compliance with the service provider's corporate objectives / requirements?

A) Any standards defined by the company itself
B) The budget available to Human Resources
C) The time to update the process documentation
D) A competitor's process management system

2. Quality Management Systems can assist organizations in enhancing what?

A) ISO/EC 20000
B) Supplier satisfaction
C) Relationship with third parties
D) Customer satisfaction

3. What is the best definition of "Quality system"?

A) set of the measures and procedures used to ensure that the services provided continue to fulfill the expectations of the customer and the relevant agreements
B) organizational structure related to responsibilities, procedures and resources for implementing quality management
C) ability to maintain availability of the IT infrastructure, services and supporting organization to ensure these requirements are met consistently
D) mandatory Quality management practices followed by everyone in the service provider organizations

4. Which process has the objective to ensure that the available supply of processing power matches the business demands, both now and in the future?

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

5. What is the aim of an internal audit?

A) To monitor employee performance
B) To instruct all employees that quality-related requirements must be observed
C) To verify whether the defined key performance indicators (KPIs) are actually determined
D) To ensure and improve one's own quality capability

Solutions:

Question # 1 Answer: A

Question # 2 Answer: D

Question # 3 Answer: B

Question # 4 Answer: C

Question # 5 Answer: D