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

1. 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) Capacity Management Financial
C) Management for IT Services
D) IT Service Continuity Management

2. Different types of events are reported to the Service Desk. Which event is an incident?

A) A notification that a new toner cartridge has just been installed in a printer
B) Information about the rollout of a specific application
C) A report that the printer is not working
D) A request for the installation of a new bookkeeping package

3. What is the difference between a process owner and a process manager?

A) a process owner is responsible for the effectiveness of the process and a process manager is responsible for the realization of the process
B) a process owner is a director and a process manager is a manager
C) a process owner will work directly with business leadership and the process manager only works within IT
D) a process owner must have a Manager's Certificate and a process manager must have a Practitioner's certificate

4. Problem Management is responsible for carrying out trend analysis of Incident volumes and types.
What is the reason for this?

A) to be able to provide reports to management
B) to provide input to the Capacity Database
C) to be able to charge to the correct users of the service
D) to prevent repetitive occurrence of Incidents

5. What can be improved by achieving quality objectives?

A) Relationship with interested suppliers
B) Personal satisfaction of the Configuration Manager
C) Effectiveness of the service
D) Relationship with unauthorized patties

Solutions: