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EXIN ISO / IEC 20000 Foundation Sample Questions:

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

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

2. What is the definition of Availability?

A) a snapshot of the state of a service or individual Configuration Item (CI) at a point in time
B) the ability of a component or service to perform its required function at a stated instant or over a stated period of time
C) a record containing details of which Configuration Items (CIs) are affected and how they are affected by an authorized Change
D) any event which is not part of the standard operation of a service and which causes or may cause an interruption to, or a reduction in, the quality of that service

3. According to the ISO/IEC 20000 standard it is important that a process exists to deal with contractual disputes with suppliers. Which process is responsible for the definition of this process?

A) Supplier Management
B) Business Relationship Management
C) Service Level Management
D) Contract Management

4. Which of the following is a benefit of ISO/IEC 20000 certification?

A) It shows that a company manages IT Services according to an independently audited quality standard.
B) It shows that a company takes quality seriously and that each service is independently audited before it is being delivered.
C) It shows that the highest possible quality level has been achieved.
D) It guarantees that all certified IT Service Management processes are at least audited by a registered certification body once a year.

5. An approach to developing and implementing a Quality Management System consists of several steps. Which of the following is not a necessary step?

A) determining and providing the resources necessary to attain the quality objectives
B) establishing methods to measure the effectiveness and efficiency of each process
C) determining the needs and expectations of Customers and other interested parties
D) agreeing to the quality policy and objectives with the Change Manager

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