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

1. 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 must have a Manager's Certificate and a process manager must have a Practitioner's certificate
D) a process owner will work directly with business leadership and the process manager only works within IT

2. What is the definition of IT Service Management?

A) Best practice guidance for operating services
B) An organization supping services to one or more customers
C) Requirements for delivering service based upon best practices
D) Specialized organizational capabilities providing value to customers

3. What must be included in a well defined Process structure?

A) timelines
B) functions
C) statistical support
D) expected results

4. While planning for service improvements, what is an important best practice to consider?

A) The progress should be monitored closely by an independent project manager to maintain objectivity.
B) Service improvement targets should be measurable, linked to business objectives and documented in a plan.
C) The service improvement targets should not change until the target is reached, or else no consistency is maintained
D) The progress of service improvement should be discussed at least weekly in the steering committee.

5. One of the activities required for effective planning, coordination and evaluation of requested changes is assessing the impact and required resources.
Which process or function is responsible for this activity?

A) Service Desk
B) Configuration Management
C) Release Management
D) Change Management

Solutions: