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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Why is it important for Service Providers to provide documents and records?

A) It is part of the requirements (evidence) to become ISO/IEC 20000 compliant.
B) to be able to uniquely identify and record all Configuration Items (CIs) in the Configuration Management Database (CMDB)
C) to ensure employeesare aware of the relevance and importance of their work activities
D) to ensure effective planning, operation and control of Service Management

2. An objective of Capacity Management is to ensure that the service provider has, at all times, sufficient Capacity to meet the current and future agreed demands of the Customer's business needs. What document is produced to support this objective?

A) Business Resource Plan
B) Service Management Plan
C) Capacity Plan
D) Availability Plan

3. What is required for an implementation of IT Service Management to be successful?

A) The appointment of a specialist department responsible for the development of the process structures
B) A top-down approach whereby the management of the organization strongly and visibly enforces the implementation
C) Buy-in specifically from the levels in the organization which will be operationally involved in IT Service Management activities
D) The involvement and commitment of personnel at all levels in the organization from operational staff to top management

4. What are the key contents of an IT Service Management system?

A) Systematic processes for ticket recording and follow-up only
B) A software system to monitor the key performance indicators (KPIs)
C) A documented organizational and operational structure
D) A software system for the ticket system

5. What does a quality policy aim to define?

A) the requirements of the customer as stated in the Service Level Agreement (SLA)
B) the requirements of ISO/IEC 20000
C) the legal obligations that the organization must fulfill
D) the formally expressed quality intentions and direction of an organization

Solutions: