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

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

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

2. What is known as a temporary solution that enables the user to continue working?

A) Workaround
B) Known Error
C) Request For Change (RFC)
D) Service Request

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

A) During service reporting
B) Never
C) Before the breach
D) After the breach

4. In recent months at a transport company with 1500 desktops, dozens of requests have been received for expansion of the internal memory because its size has proven to be insufficient.
Which process should have prevented this from happening?

A) Service Level Management
B) Configuration Management
C) Capacity Management
D) Availability Management

5. What must be included in a well defined Process structure?

A) functions
B) timelines
C) statistical support
D) expected results

Solutions: