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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Which of the following is within the scope of the requirements of ISO/IEC 20000?

A) Operations
B) Service Desk
C) Information Security Management
D) Charging for IT Services

2. 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 ensure employeesare aware of the relevance and importance of their work activities
C) to be able to uniquely identify and record all Configuration Items (CIs) in the Configuration Management Database (CMDB)
D) to ensure effective planning, operation and control of Service Management

3. Any organization may be impacted by legislative or regulatory change in the future. Where should this be covered?

A) in the Service Management plan
B) in the Service Level Agreement (SLA)
C) in a Change request
D) in the Business Relationship Management process

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

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

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

Solutions: