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

1. Staff should be trained in relevant aspects of Service Management. What information with respect to training should be maintained?

A) A record of all future training courses for each employee
B) An overview of all personal details per employee
C) A chronological training record for each individual
D) An overview of all possible training modules that match with competences

2. What is the purpose of CobiT?

A) to provide a uniform structure to understand, implement and evaluate IT capabilities, performance and risks
B) to provide a certified measurement framework that legally provides proof of meeting the Sarbanes-Oxley (SOX) requirements
C) to provide a set of detailed practices on how to implement processes and is therefore well suited as a process implementation tool
D) to provide a high level process model that organizes a broad range of IT activities

3. What are the key contents of an IT Service Management system?

A) A software system to monitor the key performance indicators (KPIs)
B) A documented organizational and operational structure
C) Systematic processes for ticket recording and follow-up only
D) A software system for the ticket

4. What is a Known Error?

A) A Problem for which the cause and Workaround have been identified
B) A serious incident whose resolution is known
C) A Problem that is resolved
D) A Problem that cannot be matched

5. What does the term "Integrity" mean in the context of Information Security Management?

A) Protecting the information against unauthorized use
B) Screening the support staff on their loyalty to the IT organization
C) The accuracy, completeness and correctness of the information
D) Monitoring the access to information

Solutions: