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

1. What is required for an implementation of IT Service Management to be successful?

A) The involvement and commitment of personnel at all levels in the organization from operational staff to top management
B) The appointment of a specialist department responsible for the development of the process structures
C) Buy-in specifically from the levels in the organization which will be operationally involved in IT Service Management activities
D) A top-down approach whereby the management of the organization strongly and visibly enforces the implementation

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

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

3. Which process is responsible for registering the relationships within the IT infrastructure?

A) Change Management
B) Asset Management
C) Configuration Management
D) Release Management

4. In the context of standards, what does the term "conformity" stand for?

A) Quality Management System certification by an approved body
B) Compliance with a requirement
C) Alignment of an audit nonconformity report to a re-audit report
D) Verification of supplier certification

5. Which process or function has the responsibility of distributing information to users?

A) Change Management
B) Service Desk
C) Customer Relationship Management
D) Incident Management

Solutions: