Exin ITSM20F.EN ITSM Exam Questions Instant Access

Question 1

The Plan-Do-Check-Act (PDCA) methodology can be applied to all ISO/IEC 20000 processes. What does the Act phase of this methodology cover?

Aestablishing the objectives and processes necessary to deliver results in accordance with Customer requirements and the organization's policies

Bimplementation of the processes

Cmonitoring and measuring processes and services and reporting the results

Dtaking the necessary actions to continually improve process performance

Answer : D

A . Incorrect. This action is taken during the Plan phase of the methodology.

B . Incorrect. This action is taken during the Do phase of the methodology.

C . Incorrect. These are the actions taken during the Check phase.

D . Correct. This action is taken during the Act phase of the methodology.

Question 2

Which of the aspects listed below is included in ISO/IEC 20000?

ACustomer communication

BEmployee motivation

CSocial responsibility

DStandard products

Answer : A

Question 3

The appointed member of management is only responsible for the co-ordination and management of all services. Can this person perform internal audits for the delivery processes?

ANo, because as manager he is not competent enough.

BNo, because this person is responsible for all processes and therefore he would audit his own work.

CYes, because this person is not responsible for the delivery processes.

DYes, because as manager he should have knowledge of performing internal audits.

Answer : C

Question 4

Where are agreements regarding Service Delivery and its relationship to Security Management recorded?

Ain a Capacity Plan

Bin a Configuration Management Database (CMDB)

Cin a Definitive Software Library (DSL)

Din a Service Level Agreement (SLA)

Answer : D

Question 5

Which of the following statements is true?

AChange Management is the most important of the Control processes.

BRelease Management shall be implemented only after the processes Change Management and Configuration Management have become mature.

CRelease Management, Change Management and Configuration Management are Control processes.

DThere shall be an integrated approach to Change and Configuration Management planning.

Answer : D

Question 6

What is according to ISO/IEC 20000 a required part of the planning for new or changed services?

Aestablishing a good relationship with the Customer

Bservice acceptance criteria

Csetting up a process to deal with contractual disputes

Dthe process for identifying, measuring, reporting and managing improvement activities

Answer : B

Question 7

Personnel should be competent on the basis of appropriate education and experience. Which of the following is a best practice relating to competence?

AAppropriate records of education, training, skills and experience need to be maintained.

BAt least two employees should be suitably trained for each role.

CEmployees should have at least a relevant bachelors degree.

DPersonnel should all have a relevant Security training according to ISO/IEC 27002.

Answer : A

A . Correct. This is a best practice according to the standard.

B . Incorrect. This is relevant to availability of resources, however not a best practice for competency.

C . Incorrect. A bachelors degree is not a requirement, relevant training for the role is.

D . Incorrect. This is a specific training for Security, but not a best practice for competency in general.

Exin IT Service Management Foundation ITSM20F.EN ITSM Exam Questions