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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Who has a responsibility in continual improvement?

A) Quality experts only
B) Management only
C) the customer
D) all employees

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

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

3. In planning to implement Service Management, what does the plan need to say regarding tools according to ISO/IEC 20000-2:2005?

A) The plan does not state any tools requirements.
B) The plan details the effects of new technologies and techniques on capacity.
C) The plan lists how every individual process is supported by a tool.
D) The plan defines the tools as appropriate to support the processes.

4. When a new service is being planned, Service Level Management needs to ensure that existing performance levels of other IT services will not be unduly impacted. From which process will Service Level Management require input?

A) IT Service Continuity Management
B) Availability Management
C) Financial Management for IT Services
D) Capacity Management

5. What is according to ISO/IEC 20000 a required part of the planning for new or changed services?

A) service acceptance criteria
B) the process for identifying, measuring, reporting and managing improvement activities
C) establishing a good relationship with the Customer
D) setting up a process to deal with contractual disputes

Solutions: