Free Practice Questions for Exin ITSM20F.EN Exam

Question 1

Which service changes should be documented in change records?

AAll service changes

BFormal closure of services

CStaff recruitment

DUser training

Correct Answer: A. All service changes

Question 2

Which type of event or activity can trigger a service Change, which would need to be catered for in the Service Management plan?

AMajor Incident

BService improvement activities

CSystem Lifecycle Management

DUrgent Change

Correct Answer: B. Service improvement activities

Explanation:

A . Incorrect. This is an event within a process, the process is designed to handle these events, and so it does not affect the Service Management plan.

B . Correct. Improving the service implies changes to the processes and service and consequently affects the Service Management plan.

C . Incorrect. System Lifecycle Management manages the lifecycle of IT systems; this does not affect the Service Management plan.

D . Incorrect. This is an event within a process. The process is designed to handle these events, and so this does not affect the Service Management plan.

Question 3

Which of the following is a best practice for Capacity Management?

AA Capacity plan documenting the actual performance and the expected requirements should be produced at least annually.

BDecisions about service provision should be based on cost effectiveness comparisons.

CThe resilience of the infrastructure components should be measured and included in the Capacity plan.

DThe Service Catalog should be maintained and kept up-to-date.

Correct Answer: A. A Capacity plan documenting the actual performance and the expected requirements should be produced at least annually.

Question 4

What purpose can the ISO/IEC 20000 standard serve?

AIt defines specific Key Performance Indicators (KPIs) upon which service performance can be assessed.

BIt defines the requirements to be satisfied in a certification audit.

CIt helps to decide on the requirements that need to be verified within the scope of a supply agreement.

DIt provides a yardstick for the design of a Total Quality Management System.

Correct Answer: B. It defines the requirements to be satisfied in a certification audit.

Explanation:

A . Incorrect. The standard requires that service performance is assessed by monitoring and reporting against service level targets. However, it does not define specific KPIs, as these will differ depending upon the situation (organization, services, agreed targets etc).

B . Correct. The Specification (Part 1) of the standard defines the requirements to be satisfied in a certification audit.

C . Incorrect. The requirements need to be driven by the business needs of the customer, not by the standard. The standard can help to ensure that suppliers are managed towards the provision of quality services.

D . Incorrect. This is not the purpose of the ISO/IEC 20000 standard. The Specification (Part 1) of the standard defines the requirements to be satisfied in a certification audit.

Question 5

When a new service is being planned, Service Level Management needs to ensure that existing performance levels of other IT services will not be unduly impacted. From which process will Service Level Management require input?

AAvailability Management

BCapacity Management

CFinancial Management for IT Services

DIT Service Continuity Management

Correct Answer: B. Capacity Management

Question 6

Part of the Configuration Management process is about Configuration identification. What should be included as an attribute of a managed Configuration Item (CI)?

AIncidents

BKnown Errors

CLicenses

DRequests for Change (RFCs)

Correct Answer: C. Licenses

Question 7

What shall the Service Level Agreements (SLAs) with the suppliers be aligned with?

AThe Service Level Plans

BThe Service Management Plans

CThe SLAs with the other parties

DThe SLAs with the customers

Correct Answer: D. The SLAs with the customers

Question 8

What is required to be included in Release Management procedures according to ISO/IEC 20000?

Athe authorization and implementation of emergency Changes

Bthe investigation and prevention of Security Incidents

Cthe recording of all reported Incidents

Dthe updating and changing of configuration information and Change records

Correct Answer: D. the updating and changing of configuration information and Change records

Explanation:

A . Incorrect. This is part of the Change Management procedures.

B . Incorrect. This is part of the Information Security Management procedures.

C . Incorrect. This is part of the Incident Management procedures.

D . Correct. According to the standard this is a requirement. Release management procedures shall include the updating and changing of configuration information and Change records.

Question 9

Availability and Service Continuity Plans need to be developed and reviewed periodically to ensure that requirements are met as agreed in all circumstances, from normal operations through to a major loss of service. What is the minimum level of frequency with which these Plans should be developed and reviewed?

AAt every change to the business environment

BAt least annually

CAt least bi-annually

DIn accordance with the business needs

Correct Answer: B. At least annually

Question 10

Which processes should the Plan, Do, Check, Act methodology be applied to?

Aall of the processes in scope of ISO/IEC 20000

Bthe Planning & Implementing Service Management process

Cthe Requirements for a Management System process

Dthose that support business critical services

Correct Answer: A. all of the processes in scope of ISO/IEC 20000