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

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

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

3. One of the responsibilities of Release Management is to ensure that the master copies of software are stored in a secure location.
What is the name of this location?

A) Software Distribution Library
B) Capacity Database
C) Configuration Management Database (CMDB)
D) Definitive Software Library (DSL)

4. Which process has the objective to ensure that the available supply of processing power matches the business demands, both now and in the future?

A) IT Service Continuity Management
B) Capacity Management Financial
C) Management for IT Services
D) Availability Management

5. Deming proposed a system of continuous improvement.
Which four activities does this system involve?

A) Plan. Do. Check and Act
B) Plan. Perform. Audit and Improve
C) Plan. Do. Evaluate and Act
D) Plan. Perform. Evaluate and Act

Solutions: