Perfect service system

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

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

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

2. What would increase the amount of detail in the Configuration Management Database (CMDB)?

A) Increasing the number of attributes of each Configuration Item (CI) in the CMDB
B) Increasing the number of records in the CMDB
C) Increasing the scope of the CMDB
D) Increasing the use of the CMDB

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

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

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

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

5. What is the objective of a Management System?

A) to ensure that Key Performance Indicators (KPIs) are defined for all IT services
B) to ensure that new services and changes to services will be deliverable and manageable at the agreed cost and services quality
C) to define, agree, record and manage levels of services
D) to provide the policies and the framework that is needed for the effective management and implementation of all IT services

Solutions: