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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. 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) Customer satisfaction
B) Resource utilization
C) Problems
D) Major non-conformities

2. Which processes should the Plan, Do, Check, Act methodology be applied to?

A) the Planning & Implementing Service Management process
B) those that support business critical services
C) the Requirements for a Management System process
D) all of the processes in scope of ISO/IEC 20000

3. Targets for resolution should be based on priority. When scheduling Incident or Problem resolution, which of the following should not be taken into account?

A) the effort/cost to provide the method of resolution
B) the available skills
C) the competing requirements for resources
D) the number of previously reported Incidents for the particular Configuration Item (CI)

4. Which of the following is an ISO/IEC 20000 requirement relating to the service management plan?

A) it must be available in at least one hard copy and approved
B) it must include the scope of the organization's service management plan
C) it must include the documented procedures specified by the standard
D) It must never include any know-how of the organization

5. While planning for service improvements, what is an important best practice to consider?

A) Service improvement targets should be measurable, linked to business objectives and documented in a plan.
B) The service improvement targets should not change until the target is reached, or else no consistency is maintained.
C) The progress should be monitored closely by an independent project manager to maintain objectivity.
D) The progress of service improvement should be discussed at least weekly in the steering committee.

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