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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Which type of event or activity can trigger a service Change, which would need to be catered for in the Service Management plan?

A) Service improvement activities
B) System Lifecycle Management
C) Urgent Change
D) Major Incident

2. What is the objective of IT Service Management?

A) to provide guaranteed service levels against business requirements
B) to provide critical services to business customers
C) to provide services to the maximum level to the business
D) to provide management of services to meet business requirements

3. What is part of the policy for Budgeting and Accounting for IT Services?

A) The costs of the Underpinning Contracts (UCs) over a fixed period
B) Rules governing the handling of variances against budgets
C) The percentage of 'hidden' end-user costs
D) The charging mechanism

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

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

5. What is a Configuration Baseline?

A) A configuration audit report
B) A benchmark of the service provider's capability
C) The change requests allocated to a release
D) A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time

Solutions: