✅ Correct Answer: IT service management best practices
2. Which organization is responsible for the ISO/IEC 20000 standard?
International Organization for Standardization (ISO)
Institute of Electrical and Electronics Engineers (IEEE)
Internet Engineering Task Force (IETF)
National Institute of Standards and Technology (NIST)
✅ Correct Answer: International Organization for Standardization (ISO)
3. What is the purpose of an IT Service Management System (ITSMS)?
Ensuring consistent and efficient service delivery
Managing software development lifecycle
Monitoring hardware performance
Improving cybersecurity measures
✅ Correct Answer: Ensuring consistent and efficient service delivery
4. Which key process is covered by ISO/IEC 20000?
Incident management
Data encryption
Software engineering
Cloud computing security
✅ Correct Answer: Incident management
5. What is the role of continual service improvement in IT service management?
Enhancing service efficiency and effectiveness
Eliminating the need for service reviews
Replacing IT service management frameworks
Focusing only on cost reduction
✅ Correct Answer: Enhancing service efficiency and effectiveness
6. Which process ensures that IT services are delivered according to agreed service levels?
Service level management
Change management
Configuration management
Release management
✅ Correct Answer: Service level management
7. What is the purpose of problem management in ITSM?
Identifying and resolving the root causes of incidents
Creating new service level agreements
Handling immediate incident resolution
Managing IT budgets
✅ Correct Answer: Identifying and resolving the root causes of incidents
8. Which document outlines the expected performance and availability of an IT service?
Service Level Agreement (SLA)
Operational Level Agreement (OLA)
Risk Assessment Report
Project Charter
✅ Correct Answer: Service Level Agreement (SLA)
9. Which ITIL practice aligns closely with ISO/IEC 20000 service request management?
Request fulfillment
Business relationship management
Technical management
Supplier management
✅ Correct Answer: Request fulfillment
10. What is the primary objective of change management in IT service management?
Minimizing risk and disruption from changes
Increasing the number of service requests
Removing outdated software
Eliminating all incidents
✅ Correct Answer: Minimizing risk and disruption from changes
11. Which process focuses on identifying and analyzing recurring IT issues?
Problem management
Incident management
Capacity management
Financial management
✅ Correct Answer: Problem management
12. What is the purpose of capacity management?
Ensuring IT resources meet business needs
Managing employee performance
Tracking IT project deadlines
Creating new security policies
✅ Correct Answer: Ensuring IT resources meet business needs
13. Which of the following is an external supplier relationship document?
Underpinning Contract (UC)
Operational Level Agreement (OLA)
Risk Management Plan
Service Level Agreement (SLA)
✅ Correct Answer: Underpinning Contract (UC)
14. What is the main goal of IT service continuity management?
Ensuring IT services can recover after a disruption
Eliminating all service failures
Improving staff training programs
Reducing IT service costs
✅ Correct Answer: Ensuring IT services can recover after a disruption
15. Which key concept of ISO/IEC 20000 focuses on aligning IT services with business needs?
Service management system
Software development lifecycle
Cloud computing strategy
Agile project management
✅ Correct Answer: Service management system
16. What is the purpose of an Information Security Management System (ISMS) in ITSM?
Protecting IT services from security threats
Ensuring all software updates are installed
Managing financial costs of IT services
Automating service requests
✅ Correct Answer: Protecting IT services from security threats
17. What does a Configuration Management Database (CMDB) store?
Information about IT assets and relationships
Employee records
Project timelines
Marketing strategies
✅ Correct Answer: Information about IT assets and relationships
18. Which of the following is a key element of the Plan-Do-Check-Act (PDCA) cycle?
Continual service improvement
One-time risk assessment
Immediate problem resolution
Eliminating all IT incidents
✅ Correct Answer: Continual service improvement
19. Which practice ensures that only authorized changes are implemented in IT services?
Change management
Problem management
Incident response
Service reporting
✅ Correct Answer: Change management
20. What is the purpose of supplier management in ISO/IEC 20000?
Ensuring suppliers meet agreed service quality levels
Replacing internal IT teams
Eliminating the need for contracts
Managing marketing strategies
✅ Correct Answer: Ensuring suppliers meet agreed service quality levels
21. What is the purpose of the Plan-Do-Check-Act (PDCA) cycle in ISO/IEC 20000?
Continual service improvement
One-time service implementation
Only for initial certification
Replacing service management processes
✅ Correct Answer: Continual service improvement
22. Which document defines the relationship between a service provider and customer?
Service Level Agreement (SLA)
Operational Level Agreement (OLA)
Underpinning Contract (UC)
Service Catalog
✅ Correct Answer: Service Level Agreement (SLA)
23. What is the primary purpose of service continuity management?
Ensure services can be recovered after disruption
Prevent all service outages
Replace incident management
Only focus on financial continuity
✅ Correct Answer: Ensure services can be recovered after disruption
24. Which process ensures changes are recorded and evaluated before implementation?
Change management
Incident management
Problem management
Configuration management
✅ Correct Answer: Change management
25. What is the purpose of a service catalog?
List available services and their details
Track incident resolution times
Document problem resolutions
Record configuration items
✅ Correct Answer: List available services and their details
26. Which process is responsible for restoring normal service operation quickly?
Incident management
Problem management
Change management
Release management
✅ Correct Answer: Incident management
27. What is the purpose of a Known Error Database (KEDB)?
Record known issues and workarounds
Track service level achievements
Document change requests
List all configuration items
✅ Correct Answer: Record known issues and workarounds
28. Which process manages the lifecycle of all configuration items?
Configuration management
Change management
Incident management
Problem management
✅ Correct Answer: Configuration management
29. What is the purpose of service reporting?
Communicate service performance to stakeholders
Replace service level agreements
Only document incidents
Track employee performance
✅ Correct Answer: Communicate service performance to stakeholders
30. Which process ensures new or changed services meet requirements?
Service validation and testing
Incident management
Problem management
Service level management
✅ Correct Answer: Service validation and testing
31. What is the purpose of an Operational Level Agreement (OLA)?
Define internal support relationships
Replace SLAs with customers
Document supplier contracts
Track financial expenditures
✅ Correct Answer: Define internal support relationships
32. Which process manages the deployment of releases into production?
Release management
Change management
Configuration management
Incident management
✅ Correct Answer: Release management
33. What is the purpose of capacity management?
Ensure adequate resources to meet demand
Only manage financial capacity
Replace service level management
Focus solely on current capacity
✅ Correct Answer: Ensure adequate resources to meet demand
34. Which process handles requests for standard changes or services?
Request fulfillment
Incident management
Problem management
Change management
✅ Correct Answer: Request fulfillment
35. What is the purpose of service asset management?
Manage service assets throughout lifecycle
Only track financial assets
Replace configuration management
Focus solely on software assets
✅ Correct Answer: Manage service assets throughout lifecycle
36. Which process ensures information security requirements are met?
Information security management
Incident management
Problem management
Change management
✅ Correct Answer: Information security management
37. What is the purpose of a service improvement plan?
Document planned service improvements
Replace service level agreements
Only record past improvements
Focus solely on financial improvements
✅ Correct Answer: Document planned service improvements
38. Which process handles major incidents?
Incident management
Problem management
Change management
Configuration management
✅ Correct Answer: Incident management
39. What is the purpose of budget and accounting for IT services?
Manage financial resources for services
Replace service level management
Only track expenses
Focus solely on capital expenditures
✅ Correct Answer: Manage financial resources for services
40. Which process ensures services meet agreed availability levels?
Availability management
Capacity management
Incident management
Problem management
✅ Correct Answer: Availability management
41. What is the purpose of service level management?
Negotiate and monitor SLAs
Replace incident management
Only document service failures
Focus solely on financial metrics
✅ Correct Answer: Negotiate and monitor SLAs
42. Which process manages relationships with suppliers?
Supplier management
Service level management
Incident management
Problem management
✅ Correct Answer: Supplier management
43. What is the purpose of a service management system?
Coordinate all service management processes
Replace individual processes
Only document policies
Focus solely on technology
✅ Correct Answer: Coordinate all service management processes
44. Which process identifies root causes of incidents?
Problem management
Incident management
Change management
Configuration management
✅ Correct Answer: Problem management
45. What is the purpose of a Configuration Management Database (CMDB)?
Store configuration item information
Replace service catalog
Only track hardware assets
Focus solely on software licenses
✅ Correct Answer: Store configuration item information
46. Which process manages risks to service delivery?
Risk management
Incident management
Problem management
Change management
✅ Correct Answer: Risk management
47. What is the purpose of service measurement?
Collect data on service performance
Replace service reporting
Only track financial metrics
Focus solely on technology metrics
✅ Correct Answer: Collect data on service performance
48. Which process ensures changes are properly authorized?
Change management
Incident management
Problem management
Configuration management
✅ Correct Answer: Change management
49. What is the purpose of service design in the service lifecycle?
Design new or changed services
Replace service operation
Only document technical specifications
Focus solely on financial design
✅ Correct Answer: Design new or changed services
50. Which process handles user complaints about services?
Complaint management
Incident management
Problem management
Change management
✅ Correct Answer: Complaint management
51. What is the purpose of service transition?
Move new/changed services to production
Replace service design
Only document transition plans
Focus solely on technology transition
✅ Correct Answer: Move new/changed services to production
52. Which process ensures services meet security requirements?
Information security management
Incident management
Problem management
Change management
✅ Correct Answer: Information security management
53. What is the purpose of service operation?
Deliver and manage services daily
Replace service transition
Only document operations
Focus solely on technology operations
✅ Correct Answer: Deliver and manage services daily
54. Which process manages the service desk function?
Incident management
Problem management
Change management
Configuration management
✅ Correct Answer: Incident management
55. What is the purpose of continual service improvement?
Enhance service quality over time
Replace all other processes
Only document improvements
Focus solely on financial improvements
✅ Correct Answer: Enhance service quality over time
56. Which process handles standard service requests?
Request fulfillment
Incident management
Problem management
Change management
✅ Correct Answer: Request fulfillment
57. What is the purpose of service strategy?
Define service management approach
Replace service design
Only document strategies
Focus solely on financial strategy
✅ Correct Answer: Define service management approach
58. Which process ensures proper handling of major incidents?
Major incident management
Problem management
Change management
Configuration management
✅ Correct Answer: Major incident management
59. What is the purpose of service measurement and reporting?
Provide data for decision making
Replace service level management
Only collect financial data
Focus solely on technology metrics
✅ Correct Answer: Provide data for decision making
60. Which process manages the service portfolio?
Service portfolio management
Incident management
Problem management
Change management
✅ Correct Answer: Service portfolio management
The Exin Iso20kf Iso Iec 20000 Foundation certification is a globally recognized credential for IT professionals.
This practice test helps you prepare by covering key topics like hardware, networking, troubleshooting, and security.
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