EXIN IT Service Management Foundation based on ISO/IEC 20000 - ITSM20F.EN Exam Practice Test

A. MOF

B. ITIL

C. CobIT

D. CMMI

A. Consistent implementation of the PDCA cycle

B. The possibility of increasing business success by means of a self-assessment process

C. Control of information assets in a Configuration management database (CMDB)

D. Afocus on Information security management above all other processes

A. Compliance with a requirement

B. Quality Management System certification by an approved body

C. Verification of supplier certification

D. Alignment of an audit nonconformity report to a re-audit report

A. Service Desk

B. Release Management

C. Configuration Management

D. Change Management

A. Configuration management

B. Problem management

C. Capacity management

D. Release management

A. Service Contracts

B. Operational Level Contracts

C. Underpinning Contracts

D. Service Level Agreements (SLAs)

A. Record the root cause and close the problem

B. Escalate the information to Availability management for a service design change

C. Develop an action that will mitigate the impact of the problem on the service

D. Reclassify the problem as an incident so mitigating actions will occur

A. These should be identified on the basis of customer satisfaction investigations, so that the real user needs can be considered.

B. These should be identified based upon the business priorities, Service level agreements (SLAs) and assessed risks.

C. These should be identified based upon historical data for major incidents and their business impact on the organization.

D. These should be made up from service requirements and SLAs if available.

A. The service improvement targets should not change until the target is reached, or else no consistency is maintained

B. Service improvement targets should be measurable, linked to business objectives and documented in a plan.

C. The progress should be monitored closely by an independent project manager to maintain objectivity.

D. The progress of service improvement should be discussed at least weekly in the steering committee.

A. Each service management process needs to have its own dedicated process manager.

B. Combine the best practices fromITILCobiTTMand Six Sigmato meet the customer's business needs.

C. All employees should have attended anIT service management Foundation course.

D. The Service management processes should meet the requirements in ISO/IEC 20000.