Exin IT Service Management Foundation based on ISOIEC 20000 (ITSM20F.EN)

1.

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

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

2.

What is mandatory to define in the incident management procedures?

The escalation of incidents The implementation of emergency changes The recording of deficiencies in the configuration management database (CMDB) The recording of problems

3.

What can be improved by achieving quality objectives?

Effectiveness of the service Personal satisfaction of the Configuration Manager Relationship with interested suppliers Relationship with unauthorized patties

4.

Staff should be trained in relevant aspects of Service Management. What information with respect to training should be maintained?

A chronological training record for each individual A record of all future training courses for each employee An overview of all personal details per employee An overview of all possible training modules that match with competences

5.

The service provider thinks that the service levels will not be met might a certain incident occur. When will the customer be informed?

After the breach Before the breach During service reporting Never

6.

What is the aim of an internal audit?

To ensure and improve one's own quality capability To instruct all employees that quality-related requirements must be observed To monitor employee performance To verify whether the defined key performance indicators (KPIs) are actually determined

7.

In many organizations, management tasks or parts of those tasks are performed t>y third parties. Agreements are made with these parties that are expressed in contracts. What are these contracts called?

Service Level Agreements (SLAs) Operational Level Contracts Service Contracts Underpinning Contracts

8.

What is an ISO/EC 20000 requirement relating to the service management plan?

It must be available in at least one hard copy and approved It must include the documented procedures specified by the standard It must include the scope of the organization's service management plan It must never include any know-how of the organization

9.

What is a function of processes?

They express the level of compliance with the requested quality characteristics. They represent a complete set of monitoring options. They describe vertical and horizontal escalation options. They complement descriptions of structural and organizational roles and responsibilities

10.

Which statement with regard to Information Security Management is true?

Information Security Management to specifically focus on managing Information Security effective within all
information systems. Management with appropriate authority shall approve an Information Security policy. Security Incidents need to be reported and recorded immediately in line with the Problem Managementprocedure. Security Incidents shall only be reported and recorded if they affect more than one user

Exin IT Service Management Foundation based on ISOIEC 20000 (ITSM20F.EN)

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Exin IT Service Management Foundation based on ISOIEC 20000 (ITSM20F.EN)

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