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EXIN ITSM20F Exam Syllabus Topics:

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

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

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

2. What would increase the amount of detail in the Configuration Management Database (CMDB)?

A) Increasing the scope of the CMDB
B) Increasing the number of records in the CMDB
C) Increasing the use of the CMDB
D) Increasing the number of attributes of each Configuration Item (CI) in the CMDB

3. What does Service Management aim to achieve?

A) to exceed expectations occasionally, recognizing that the customer will be disappointed at other times
B) to provide well-defined processes and measures, by which the Service Management organization can rate their quality for the customer
C) to provide an agreed and well-defined level of quality, based on ongoing communication with the customer
D) to exceed expectations at all times based on solid processes followed rigidly at all times

4. What is a best practice for Capacity Management?

A) A Capacity plan documenting the actual performance and the expected requirements should be produced at least annually.
B) The resilience of the infrastructure components should be measured and included in the Capacity plan.
C) Decisions about service provision should be based on cost effectiveness comparisons.
D) The Service Catalog should be maintained and kept up-to-date.

5. What defines Service Quality'?

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

Solutions: