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IT Service Management Foundation Bridge based on ISO/IEC 20000 (ITSM20FB) - Exin Exam Questions

Last updated on June 20, 2026

97% Exam Compliance
78 Total Questions
1
Question
Different types of events are reported to the Service Desk. Which event is an incident?
Options
A Information about the rollout of a specific application
B A notification that a new toner cartridge has just been installed in a printer
C A report that the printer is not working
D A request for the installation of a new bookkeeping package
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2
Question
What is the objective of the service reporting process?
Options
A to document measures taken to manage information security effectively within all service activities
B to provide progress reports on the planning and implementation of service management
C to produce agreed, timely, reliable, accurate information to aid decision making and effective communication
D to minimize disruption to the business by using the information contained in reports in order to identify and analyze the cause of Incidents
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3
Question
What is required for an implementation of IT Service Management to be successful?
Options
A Buy-in specifically from the levels in the organization which will be operationally involved in IT
Service Management activities
B A top-down approach whereby the management of the organization strongly and visibly enforces the implementation
C The involvement and commitment of personnel at all levels in the organization from operational staff to top management
D The appointment of a specialist department responsible for the development of the process structures
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4
Question
What is the aim of an internal audit?
Options
A To instruct all employees that quality-related requirements must be observed
B To ensure and improve one's own quality capability
C To verify whether the defined key performance indicators (KPIs) are actually determined
D To monitor employee performance
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5
Question
A Release policy needs to be documented and agreed. What must be included in the Release policy?
Options
A the Release dates
B an analysis of the success or failure of
C the frequency and type of Releases
D Releases Requests For Change (RFCs)
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