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EXIN ISO / IEC 20000 Foundation Sample Questions:
1. Which of the following is a benefit of ISO/IEC 20000 certification?
A) It shows that a company takes quality seriously and that each service is independently audited before it is being delivered.
B) It guarantees that all certified IT Service Management processes are at least audited by a registered certification body once a year.
C) It shows that the highest possible quality level has been achieved.
D) It shows that a company manages IT Services according to an independently audited quality standard.
2. The Service Provider should check that the Service Management objectives and the plan are being achieved. Which of the following items is not measured as part of this monitoring, measuring or review?
A) Major non-conformities
B) Customer satisfaction
C) Problems
D) Resource utilization
3. Which service changes should be documented in change records?
A) All service changes
B) User training
C) Staff recruitment
D) Formal closure of services
4. What is the purpose of a Problem review?
A) To seek improvements to the process and to prevent recurrence of Incidents or mistakes
B) To restore the service to normal operating conditions as soon as possible
C) To provide expert help on risk assessment for optimization of security procedures
D) To prevent computer systems from having too limited disk space so that capacity problems will not occur
5. 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 defines the tools as appropriate to support the processes.
B) The plan does not state any tools requirements.
C) The plan details the effects of new technologies and techniques on capacity.
D) The plan lists how every individual process is supported by a tool.
Solutions:
Question # 1 Answer: D | Question # 2 Answer: C | Question # 3 Answer: A | Question # 4 Answer: A | Question # 5 Answer: A |