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

1. Why is it important that the Service Desk attempts to link an Incident to a Known Error?

A) because otherwise Problem Management cannot work
B) because this is part of the IT Service Management model
C) because this means the incident can be resolved more quickly
D) because this allows incidents to be better tracked

2. Which process aims to prevent incidents resulting from changes to the IT infrastructure?

A) Problem Management
B) Change Management
C) Incident Management
D) Availability Management

3. What data is recorded when an incident is reported to the Service Desk?

A) the name of the person handling the Problem
B) the name of the person reporting the Incident
C) the names of persons who are authorized to implement Changes in the Configuration Management Database (CMDB)
D) the name of the person who approves the Request for Change (RFC)

4. What is the objective of the Security Management process?

A) to manage information security effectively within all service activities
B) to manage information security effectively relating to the financial administration of service activities
C) to manage information security effectively for critical services only
D) to manage information security effectively for IT staff

5. What is the purpose of CobiT?

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

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