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

1. What is a Configuration Baseline?

A) The change requests allocated to a release
B) A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time
C) A benchmark of the service provider's capability
D) A configuration audit report

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

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

3. Which process or function is responsible for supplying first-line support and assistance in daily use of IT services'?

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

4. In the context of standards, what does the term "conformity" stand for?

A) Compliance with a requirement
B) Quality Management System certification by an approved body
C) Alignment of an audit nonconformity report to a re-audit report
D) Verification of supplier certification

5. When improving the IT Service Management system, what needs to be considered to ensure on-going compliance with the service provider's corporate objectives / requirements?

A) Any standards defined by the company itself
B) The budget available to Human Resources
C) A competitor's process management system
D) The time to update the process documentation

Solutions: