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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Which processes should the Plan, Do, Check, Act methodology be applied to?

A) the Planning & Implementing Service Management process
B) those that support business critical services
C) all of the processes in scope of ISO/IEC 20000
D) the Requirements for a Management System process

2. Which of the following must be included within the Service Management plan?

A) Tools as appropriate to support the processes
B) Information security controls
C) Configuration Item (CI) type
D) Return to normal working

3. Which of the following defines a lifecycle that is split into four quadrants (optimizing, changing, supporting and operating)?

A) Six Sigma
B) MOF
C) ITIL
D) CobIT TM

4. It is essential that an owner at senior level has overall responsibility for Service Management. Which of the statements below is a best practice?

A) A senior responsible owner should ensure resourcing for service improvement activities.
B) A senior responsible owner should be assigned as chairman of the Change Advisory Board (CAB).
C) A senior responsible owner should handle all customer complaints to be able to improve customer satisfaction.
D) A senior responsible owner should haveresponsiblity for Customer Relationship Management.

5. What purpose can the ISO/IEC 20000 standard serve?

A) It defines specific Key Performance Indicators (KPIs) upon which service performance can be assessed.
B) It defines the requirements to be satisfied in a certification audit.
C) It provides a yardstick for the design of a Total Quality Management System.
D) It helps to decide on the requirements that need to be verified within the scope of a supply agreement.

Solutions: