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

1. What is the aim of an internal audit?

A) To verify whether the defined key performance indicators (KPIs) are actually determined
B) To monitor employee performance
C) To ensure and improve one's own quality capability
D) To instruct all employees that quality-related requirements must be observed

2. What is used for the assessment of maturity of organizations?

A) CMMI@
B) ITIL@
C) MOF
D) CobIT

3. What does the term "Integrity" mean in the context of Information Security Management?

A) Monitoring the access to information
B) The accuracy, completeness and correctness of the information
C) Protecting the information against unauthorized use
D) Screening the support staff on their loyalty to the IT organization

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

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

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) Level Management
D) Service Desk Service

Solutions: