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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What is the definition of Availability?

A) 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
B) the ability of a component or service to perform its required function at a stated instant or over a stated period of time
C) a snapshot of the state of a service or individual Configuration Item (CI) at a point in time
D) a record containing details of which Configuration Items (CIs) are affected and how they are affected by an authorized Change

2. Customer satisfaction measurement is an important activity in the Business Relationship Management process. What is the objective of Customer satisfaction measurement?

A) to reduce Incidents during the service delivery process
B) to gather information about potential new services that might be interesting for the end users of the services
C) to optimize the resolution processes so that service levels are exceeded
D) to enable the Service Provider to compare performance with the Customer satisfaction targets and previous surveys

3. A group of activities within Release Management is roll-out, distribution and installation. What should be ensured as part of these activities?

A) The Release is tested to the satisfaction of the Customers.
B) Contingency and back-out plans are available.
C) Redundant products, services and licenses are decommissioned.
D) Changes are scheduled based upon priority and risk.

4. What purpose does implementation of a Quality Management System as per ISO/IEC 20000 serve?

A) It allows the suppliers to have full visibility of the organization's internal processes.
B) It defines specific Key Performance Indicators (KPIs) upon which service performance can be assessed.
C) It forces the organization to adopt a hierarchical management approach.
D) It provides a guideline for the Quality Management measures that must be taken to implement quality policy in an organization.

5. What is the purpose of CobiT TM ?

A) To provide a high level process model that organizes a broad range of IT activities
B) To provide a uniform structure to understand, implement and evaluate IT capabilities, performance and risks
C) To provide a certified measurement framework that legally provides proof of meeting the Sarbanes-Oxley (SOX) requirements
D) To provide a set of detailed practices on how to implement processes and is therefore well suited as a process implementation tool

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