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

1. What is a best practice for Capacity Management?

A) The resilience of the infrastructure components should be measured and included in the Capacity plan.
B) A Capacity plan documenting the actual performance and the expected requirements should be produced at least annually.
C) The Service Catalog should be maintained and kept up-to-date.
D) Decisions about service provision should be based on cost effectiveness comparisons.

2. A company decides to apply the principle of continual improvement. Which action would result from this decision?

A) Analyze customer satisfaction and identify resulting actions
B) Analyze and evaluate the existing situation to identify areas for improvement
C) Review the Service Management System at least annual
D) Start an internal service organization evaluation

3. Which aspect of the IT-Service Industry is considered to be one of the most important, but also one of the most difficult?

A) innovating the way services are provided
B) methodological order based on best practices
C) incorporating technological innovations
D) constant quality

4. What is the purpose of CobiT?

A) to provide a uniform structure to understand, implement and evaluate IT capabilities, performance and risks
B) to provide a high level process model that organizes a broad range of IT activities
C) to provide a certified measurement framework that legally provides proof of meeting the Sarbanes-Oxley (SOX) requirements
D) to provide a set of detailed practices on how to implement processes and is therefore well suited as a process implementation tool

5. An e-mail client software upgrade requires a security patch for the operating system and a memory upgrade.
Which process or function is responsible for rolling out these Changes?

A) Security Management
B) Service Desk
C) Change Management
D) Release Management

Solutions: