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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. If the service provider believes the service levels will not be met for an incident, when shall a customer be informed of this?

A) Never
B) Before the breach
C) During service reporting
D) After the breach

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

3. Which of the following defines a lifecycle that is split into four quadrants (optimizing, changing, supporting and operating)?

A) CobIT TM
B) MOF
C) Six Sigma
D) ITIL

4. What is a benefit to an organization when the services are delivered according to ISO/IEC 20000?

A) The organization behaves in a socially responsible way.
B) The organization becomes morecustomer focused.
C) The environmental needs of the employees in the organization are well looked after.
D) The organization hasless suppliers to deal with.

5. What is required to be included in proposals for new or changed services according to ISO/IEC 20000?

A) cost, organizational, technical and commercial impact
B) the Service Management plan
C) the policies, plans and procedures of each process or set of processes
D) an updated Operational Level Agreement

Solutions: