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

1. 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 set of detailed practices on how to implement processes and is therefore well suited as a process implementation tool
D) to provide a certified measurement framework that legally provides proof of meeting the Sarbanes-Oxley (SOX) requirements

2. What defines Service Quality'?

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

3. Due to excessive workload, the Desktop Support group has been unable to meet their agreed service levels. One of the major contributing factors is the time being spent in direct communication with users. Which Process or Function can help to alleviate some of this workload?

A) Problem Management
B) Level Management
C) Incident Management
D) Service Desk Service

4. What is the best definition of "Quality system"?

A) mandatory Quality management practices followed by everyone in the service provider organizations
B) set of the measures and procedures used to ensure that the services provided continue to fulfill the expectations of the customer and the relevant agreements
C) organizational structure related to responsibilities, procedures and resources for implementing quality management
D) ability to maintain availability of the IT infrastructure, services and supporting organization to ensure these requirements are met consistently

5. Which statement below is not a purpose of Supplier Management procedures?

A) That business transactions between all parties are recorded
B) That information on the performance of all suppliers can be observed and acted upon
C) That the suppliers understand their obligation to the Service Provider
D) That it is made clear that the supplier cannot subcontract part of the delivered services to the Service Provider

Solutions: