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

1. One of the responsibilities of Release Management is to ensure that the master copies of software are stored in a secure location.
What is the name of this location?

A) Software Distribution Library
B) Definitive Software Library (DSL)
C) Capacity Database
D) Configuration Management Database (CMDB)

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

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

3. What is the difference between a process owner and a process manager?

A) a process owner will work directly with business leadership and the process manager only works within IT
B) a process owner is a director and a process manager is a manager
C) a process owner must have a Manager's Certificate and a process manager must have a Practitioner's certificate
D) a process owner is responsible for the effectiveness of the process and a process manager is responsible for the realization of the process

4. What is required to be in place for emergency changes?

A) Service Continuity Plans
B) policies and procedures
C) Controlled Acceptance Test environment
D) Capacity plans

5. 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

Solutions: