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EXIN ISO / IEC 20000 Foundation Sample Questions:

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

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

2. It is essential that an owner at senior level has overall responsibility for Service Management. Which of the statements below is a best practice?

A) A senior responsible owner should be assigned as chairman of the Change Advisory Board (CAB).
B) A senior responsible owner should ensure resourcing for service improvement activities.
C) A senior responsible owner should handle all customer complaints to be able to improve customer satisfaction.
D) A senior responsible owner should haveresponsiblity for Customer Relationship Management.

3. What is the recommendation with regard to the implementation of an emergency Change?

A) Only the senior manager should authorize emergency Changes.
B) Where possible the Change process should be followed.
C) The Change process should be completely bypassed.
D) There is a separate process for emergency Changes.

4. What is the definition of Availability?

A) the ability of a component or service to perform its required function at a stated instant or over a stated period of time
B) a record containing details of which Configuration Items (CIs) are affected and how they are affected by an authorized Change
C) a snapshot of the state of a service or individual Configuration Item (CI) at a point in time
D) any event which is not part of the standard operation of a service and which causes or may cause an interruption to, or a reduction in, the quality of that service

5. Why is it important for Service Providers to provide documents and records?

A) to ensure employeesare aware of the relevance and importance of their work activities
B) It is part of the requirements (evidence) to become ISO/IEC 20000 compliant.
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

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