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

1. What is the difference between a process owner and a process manager?

A) a process owner must have a Manager's Certificate and a process manager must have a Practitioner's certificate
B) a process owner is a director and a process manager is a manager
C) a process owner is responsible for the effectiveness of the process and a process manager is responsible for the realization of the process
D) a process owner will work directly with business leadership and the process manager only works within IT

2. Which process or function has the responsibility of distributing information to users?

A) Customer Relationship Management
B) Service Desk
C) Incident Management
D) Change Management

3. Problem Management is responsible for carrying out trend analysis of Incident volumes and types.
What is the reason for this?

A) to prevent repetitive occurrence of Incidents
B) to be able to charge to the correct users of the service
C) to provide input to the Capacity Database
D) to be able to provide reports to management

4. What is known as a temporary solution that enables the user to continue working?

A) Workaround
B) Known Error
C) Service Request
D) Request For Change (RFC)

5. 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) Incident Management
C) Service Desk Service
D) Level Management

Solutions: