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

1. What is known as a temporary solution that enables the user to continue working?

A) Workaround
B) Service Request
C) Known Error
D) Request For Change (RFC)

2. What defines Service Quality'?

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

3. The service provider thinks that the service levels will not be met might a certain incident occur. When will the customer be informed?

A) After the breach
B) Never
C) Before the breach
D) During service reporting

4. Which process includes the responsibility of recovering the service as quickly as possible?

A) IT Service Continuity Management
B) Problem Management
C) Availability Management
D) Incident management

5. The success and failure of Releases shall be measured. What is included in these measurements?

A) The Incidents related to a Release in the period following a Release
B) The frequency and types of Releases
C) The Release dates
D) The Request for Change (RFC)

Solutions: