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EXIN ISO / IEC 20000 Foundation Sample Questions:

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

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

2. 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) The involvement and commitment of personnel at all levels in the organization from operational staff to top management
D) Buy-in specifically from the levels in the organization which will be operationally involved in IT Service Management activities

3. What is the primary purpose of analyzing Change records?

A) to check if related Incident records are adequately closed
B) to provide input to the Service Reporting process
C) to be able to open a new Problem record, so proactive identification of Incidents is possible
D) to detect increasing levels of Changes and emerging trends

4. Which of the following tasks is assigned to each process manager?

A) Following up on Incidents
B) Ensuring the process is running effectively and efficiently
C) Channeling data to Problem Management
D) Setting up Service Level Agreements with the users

5. Who or what should always be informed in case a Release is rejected, delayed or cancelled?

A) Incident Management
B) the Senior Management representative
C) Change Management
D) Business Relationship Management

Solutions: