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

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

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

2. Which of the following is a best practice concerning information security risk assessment?

A) Information security risk assessments should be performed once a year.
B) Information security risk assessments should be carried out by an external auditor to maintain objectivity.
C) Information security risk assessments should be performed as a result of the review of every incident.
D) Information security risk assessments should be performed at agreed intervals and be maintained during changes.

3. What is the aim of an internal audit?

A) To monitor employee performance
B) To ensure and improve one's own quality capability
C) To instruct all employees that quality-related requirements must be observed
D) To verify whether the defined key performance indicators (KPIs) are actually determined

4. In recent months at a transport company with 1500 desktops, dozens of requests have been received for expansion of the internal memory because its size has proven to be insufficient.
Which process should have prevented this from happening?

A) Capacity Management
B) Availability Management
C) Service Level Management
D) Configuration Management

5. What defines Service Quality'?

A) Meeting stated customer requirements and expectations
B) A series of activities that can be assessed in advance by a provider and customer
C) Providing a cost-effective service
D) Achieving a 99.999% continuous level of availability

Solutions: