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

2. Which of the following activities in the Problem Management process is related to the Change Management process?

A) correcting Problems
B) investigating a solution
C) classifying Problems
D) identifying Problems

3. Which process is responsible for registering the relationships within the IT infrastructure?

A) Release Management
B) Change Management
C) Asset Management
D) Configuration Management

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

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

5. What is the contribution of Availability Management to the Service Level Management process?

A) Availability Management ensures that a Service Level Agreement (SLA) is available for all users.
B) Availability Management provides information about the availability of the services being provided.
C) Availability Management acts in consultation with users to determine the availability of IT services.
D) Availability Management supplies data about the availability requirements of users.

Solutions: