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

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

A) That business transactions between all parties are recorded
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 information on the performance of all suppliers can be observed and acted upon

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

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

3. Different types of events are reported to the Service Desk. Which event is an incident?

A) A report that the printer is not working
B) A notification that a new toner cartridge has just been installed in a printer
C) Information about the rollout of a specific application
D) A request for the installation of a new bookkeeping package

4. Which of the following is a best practice concerning information security risk assessment?

A) Information security risk assessments should be carried out by an external auditor to maintain objectivity.
B) Information security risk assessments should be performed as a result of the review of every incident.
C) Information security risk assessments should be performed once a year.
D) Information security risk assessments should be performed at agreed intervals and be maintained during changes.

5. What is the objective of a Management System?

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

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