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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What should planning for a new or changed service consider?

A) a complete review of all recent security breaches
B) Known Errors to file systems
C) verification that the appropriate level of testing is completed
D) the existing service levels

2. What is the objective of the Service Continuity and Availability Management processes?

A) to ensure that agreed Service Continuity and Availability commitments to providers can be met in all circumstances
B) to ensure that agreed levels of service commitments to Customers can be met in all circumstances
C) to ensure that agreed Service Continuity and Availability commitments to Customers can be met in all circumstances
D) to ensure agreed effective communication towards Customers

3. What purpose does implementation of a Quality Management System as per ISO/IEC 20000 serve?

A) It allows the suppliers to have full visibility of the organization's internal processes.
B) It defines specific Key Performance Indicators (KPIs) upon which service performance can be assessed.
C) It provides a guideline for the Quality Management measures that must be taken to implement quality policy in an organization.
D) It forces the organization to adopt a hierarchical management approach.

4. What should planning for new or changed services include?

A) major non-conformities to all Underpinning Contracts (UCs)
B) recent Problems and Known Errors in the desktop environment
C) budgets and staff resources
D) trends in Capacity growth of the current applications

5. Problem Management is responsible for carrying out trend analysis of Incident volumes and types. What is the reason for this?

A) to be able to charge to the correct users of the service
B) to provide input to the Capacity Database
C) to prevent repetitive occurrence of Incidents
D) to be able to provide reports to management

Solutions: