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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What is required to be included in proposals for new or changed services according to ISO/IEC 20000?

A) the Service Management plan
B) cost, organizational, technical and commercial impact
C) the policies, plans and procedures of each process or set of processes
D) an updated Operational Level Agreement

2. An approach to developing and implementing a Quality Management System consists of several steps. Which of the following is not a necessary step?

A) determining and providing the resources necessary to attain the quality objectives
B) agreeing to the quality policy and objectives with the Change Manager
C) establishing methods to measure the effectiveness and efficiency of each process
D) determining the needs and expectations of Customers and other interested parties

3. Which of the following is Problem Management primarily concerned with?

A) Looking at the cause of Incidents
B) Looking at the Change Plan
C) Looking at the Release Strategy
D) Looking at Security Plans

4. How should the requirements for Service Continuity and Availability be identified?

A) This should be identified based upon the business priorities, Service Level Agreements (SLAs) and assessed risks.
B) This should be made up from Service requirements and Service Level Agreements (SLAs) if available.
C) This should be done on the basis of Customer satisfaction investigations, so that the real user need can be clearly identified.
D) This should be calculated based upon historical data for major Incidents and their consequences for the organization.

5. Which of the following is within the scope of the requirements of ISO/IEC 20000?

A) Charging for IT Services
B) Service Desk
C) Operations
D) Information Security Management

Solutions: