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EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Sample Questions:
1. What is the most common process that is associated with the Service Desk?
A) Service Level Management
B) Configuration Management
C) Incident Management
D) Change Management
2. 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) Management for IT Services
B) Capacity Management Financial
C) Availability Management
D) IT Service Continuity Management
3. Who or what should always be informed in case a release is rejected, delayed or
cancelled?
A) Incident management
B) Change management
C) Business relationship management
D) The senior management representative
4. Through which process does the implementation of new or changed services, including closure of a service, need to be planned and approved?
A) Business Relationship Management
B) Service Level Management
C) Change Management
D) Release Management
5. What is the objective of the service reporting process?
A) to provide progress reports on the planning and implementation of service management
B) to document measures taken to manage information security effectively within all service activities
C) to minimize disruption to the business by using the information contained in reports in order to identify and analyze the cause of Incidents
D) to produce agreed, timely, reliable, accurate information to aid decision making and effective communication
Solutions:
Question # 1 Answer: C | Question # 2 Answer: B | Question # 3 Answer: B | Question # 4 Answer: C | Question # 5 Answer: D |