Exin ITSM20F.EN ITSM Exam Practice Test Instant Access

Question 1

Which standard describes the fundamental aspects of Quality Management Systems?

AISO 9000

BISO/IEC 15504

CISO/IEC 20000

DISO/IEC 27001

Answer : A

A . Correct. ISO 9000 is part of a family of standards for Quality Management Systems.

B . Incorrect. ISO/IEC 15504 is the Process Assessment standard.

C . Incorrect. ISO/IEC 20000 is the IT Service Management standard focused on the IT Service Management System.

D . Incorrect. ISO/IEC 27001 his is the Security Management standard focused on the Security Management System

Question 2

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.

Question 3

What is the primary purpose of analyzing Change records?

Ato be able to open a new Problem record, so proactive identification of Incidents is possible

Bto check if related Incident records are adequately closed

Cto detect increasing levels of Changes and emerging trends

Dto provide input to the Service Reporting process

Answer : C

A . Incorrect. Problem records are opened based upon Incident analysis.

B . Incorrect. To check if Incident records are adequately closed, Incident records shall be analyzed.

C . Correct. Analysis of Change records allows for trend identification.

D . Incorrect. The purpose of analyzing Change records is to detect increasing levels of Changes and emerging trends.

Question 4

An approach to developing and implementing a Quality Management System consists of several steps. Which of the following is not a necessary step?

Aagreeing to the quality policy and objectives with the Change Manager

Bdetermining and providing the resources necessary to attain the quality objectives

Cdetermining the needs and expectations of Customers and other interested parties

Destablishing methods to measure the effectiveness and efficiency of each process

Answer : A

A . Correct. The quality policy and quality objectives need to be agreed with more people, not only with the Change Manager.

B . Incorrect. This is a step involved in developing and implementing a Quality Management System.

C . Incorrect. This is a step involved in developing and implementing a Quality Management System.

D . Incorrect. This is a step involved in developing and implementing a Quality Management System.

Question 5

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 6

Who has a responsibility in continual improvement?

Athe customer

Ball employees

CQuality experts only

DManagement only

Answer : B

Question 7

When should the final closure of an Incident record be completed?

Awhen all relevant information for classification and routing has been entered

Bwhen the Incident has been dispatched outside the Service Desk department

Cwhen the Incident is solved and normal operation is restored

Dwhen the initiating user has been given the opportunity to confirm that the service is restored

Answer : D

Exin ITSM20F.EN IT Service Management Foundation ITSM Exam Practice Test