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EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) Sample Questions:
1. Who or what should always be informed in case a release is rejected, delayed or
cancelled?
A) Change management
B) Incident management
C) Business relationship management
D) The senior management representative
2. What is an ISO/EC 20000 requirement relating to the service management plan?
A) It must never include any know-how of the organization
B) It must include the documented procedures specified by the standard
C) It must include the scope of the organization's service management plan
D) It must be available in at least one hard copy and approved
3. Problem Management is responsible for carrying out trend analysis of Incident volumes and types.
What is the reason for this?
A) to provide input to the Capacity Database
B) to prevent repetitive occurrence of Incidents
C) to be able to provide reports to management
D) to be able to charge to the correct users of the service
4. What is the objective of a Management System?
A) to define, agree, record and manage levels of services
B) to ensure that Key Performance Indicators (KPIs) are defined for all IT services
C) to provide the policies and the framework that is needed for the effective management and implementation of all IT services
D) to ensure that new services and changes to services will be deliverable and manageable at the agreed cost and services quality
5. One of the activities of Problem Management is the analysis of historical Incident and Problem data held in the Configuration Management Database (CMDB) in order to understand trends.
Which aspect of Problem Management accomplishes this?
A) Problem Control
B) Error Control
C) Proactive Problem Management
D) Identification of root causes
Solutions:
Question # 1 Answer: A | Question # 2 Answer: A | Question # 3 Answer: B | Question # 4 Answer: C | Question # 5 Answer: C |