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Free ISO/IEC 20000 Foundation - IT Service Management Exam Questions and Answers
Last updated: April 1, 2025
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ISO/IEC 20000 Foundation - IT Service Management
#Question
Why is continuous training an integral part of ITSM?
A.
It helps maintain compliance
B.
It adds unnecessary costs
C.
It keeps staff updated on IT best practices
D.
It complicates service delivery
Correct Answer:
C
Continuous training is essential in ITSM as it helps keep staff knowledgeable about best practices, tools, and processes, improving service delivery.
#Question
What is a common method for gathering user feedback regarding IT services?
A.
Financial audits
B.
Surveys and questionnaires
C.
Direct observation
D.
Performance reports
Correct Answer:
B
Surveys and questionnaires are common methods used to gather user feedback on IT services, providing valuable input for improvement.
#Question
Which process ensures that IT services are delivered within the agreed service levels?
A.
Service Level Management
B.
Change Management
C.
Incident Management
D.
Problem Management
Correct Answer:
A
Service Level Management ensures that IT services are delivered in accordance with the standards defined in the Service Level Agreements (SLAs).
#Question
How can user training contribute to effective ITSM?
A.
It confuses users
B.
It increases IT costs
C.
It enhances service uptake
D.
It complicates processes
Correct Answer:
C
Training users effectively empowers them to utilize IT services efficiently, leading to better overall satisfaction and efficiency.
#Question
Which document outlines the objectives, accountability, and scope of IT service management?
A.
Service Level Agreement
B.
Incident Report
C.
IT Policy Document
D.
Service Strategy
Correct Answer:
C
The IT Policy Document outlines the overall approach to IT service management, including its objectives, scope, and established accountability.
#Question
What should organizations consider when designing new IT services?
A.
Only technical specifications
B.
Business and user needs
C.
Costs alone
D.
Legal requirements
Correct Answer:
B
Organizations should focus on both business and user requirements when designing new services to ensure they meet actual needs and expectations.
#Question
How can IT organizations measure the success of their ITSM initiatives?
A.
By evaluating customer satisfaction
B.
By reducing budgets
C.
By counting incidents
D.
By assessing employee turnover
Correct Answer:
A
Measuring customer satisfaction provides direct insight into the effectiveness of IT services and helps identify areas for improvement.
ISO/IEC 20000 Foundation - IT Service Management
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