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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. In planning to implement Service Management, what does the plan need to say regarding tools according to ISO/IEC 20000-2:2005?

A) The plan lists how every individual process is supported by a tool.
B) The plan details the effects of new technologies and techniques on capacity.
C) The plan does not state any tools requirements.
D) The plan defines the tools as appropriate to support the processes.

2. What is the objective of the Continual Improvement (Act) stage of Planning and Implementing Service Management, as described in the ISO/IEC 20000 standard?

A) To improve the efficiency and effectiveness of service support
B) To improve the efficiency and effectiveness of service delivery and management
C) To improve the efficiency and effectiveness of the business
D) To improve the efficiency and effectiveness of the ITIL processes

3. What is according to ISO/IEC 20000 a required part of the planning for new or changed services?

A) service acceptance criteria
B) the process for identifying, measuring, reporting and managing improvement activities
C) establishing a good relationship with the Customer
D) setting up a process to deal with contractual disputes

4. The Relationship processes describe the relationships with the business and with the suppliers. What should the Relationship processes ensure?

A) that there is a frequent contact between the suppliers and the business to resolve dissatisfaction issues
B) that the business and suppliers are directly informed of Major Incidents
C) that all parties understand the business needs, responsibilities and obligations
D) that the service levels for all services are consistent in the supply chain

5. Why are processes required?

A) to ensure that service issues never arise
B) to satisfy the needs of major outsource providers
C) to provide consistency in the output from activities
D) to be able to define quality objectives in a structured manner

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