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

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

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

2. Which process includes the responsibility of recovering the service as quickly as possible?

A) Incident management
B) Problem Management
C) IT Service Continuity Management
D) Availability Management

3. What are the key contents of an IT Service Management system?

A) A software system to monitor the key performance indicators (KPIs)
B) A documented organizational and operational structure
C) Systematic processes for ticket recording and follow-up only
D) A software system for the ticket

4. 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) Incident Management
B) Level Management
C) Problem Management
D) Service Desk Service

5. What has to be included in a well defined process?

A) Statistical support
B) Functions
C) Expected outcomes
D) Timelines

Solutions: