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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What is the objective of Service Level Management?

A) To define, agree, record and manage levels of service
B) To ensure a sufficient amount of Capacity has been designated in order to achieve agreed service levels
C) To ensure that agreed service Availabilitycommittments to customers can be met in all circumstances
D) To establish and maintain good relationships with Customers

2. Which of the following is true of process descriptions?

A) They describe vertical and horizontal escalation options.
B) They represent a complete set of monitoring options.
C) They complement descriptions of structural and organizational roles and responsibilities.
D) They express the level of compliance with the requested quality characteristics.

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

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

4. When scoping for ISO/IEC 20000, what is it that will be audited for certification?

A) the Management System in scope
B) the sections of the standard in scope
C) the services in scope
D) the ITIL processes in scope

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

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

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