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

1. What is a purpose of ISO/IEC 20000?

A) to provide best practice guidance on IT Service Management
B) to provide best practice guidance on security management
C) to promote the adoption of IT governance
D) to promote the adoption of an integrated process approach

2. What is a parameter for measuring progress relative to key objectives in an organization?

A) Critical Success Factor (CSF)
B) Balanced Scorecard (BCS)
C) Service Improvement Program (SIP)
D) Key Performance Indicator (KPI)

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

4. 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) Problem Control
C) Identification of root causes
D) Error Control

5. 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) Service Desk
C) Release Management
D) Change Management

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