EXIN IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN) - ITSM20F Exam Practice Test

A. Quality Management System certification by an approved body

B. Verification of supplier certification

C. Alignment of an audit nonconformity report to a re-audit report

D. Compliance with a requirement

A. The senior management representative

B. Change management

C. Incident management

D. Business relationship management

A. to produce agreed, timely, reliable, accurate information to aid decision making and effective communication

B. to provide progress reports on the planning and implementation of service management

C. to document measures taken to manage information security effectively within all service activities

D. to minimize disruption to the business by using the information contained in reports in order to identify and analyze the cause of Incidents

A. Start an internal service organization evaluation

B. Review the Service Management System at least annual

C. Analyze and evaluate the existing situation to identify areas for improvement

D. Analyze customer satisfaction and identify resulting actions

A. A notification that a new toner cartridge has just been installed in a printer

B. A request for the installation of a new bookkeeping package

C. Information about the rollout of a specific application

D. A report that the printer is not working

A. Availability Management

B. Problem Management

C. Change Management

D. Incident Management

A. A series of activities that can be assessed in advance by a provider and customer

B. Achieving a 99.999% continuous level of availability

C. Meeting stated customer requirements and expectations

D. Providing a cost-effective service

A. Release management

B. Information security management

C. Capacity management

D. Incident management