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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Which of the following actions should be taken to ensure continual improvement of a Quality Management System?

A) Review the Quality Management System at least annually
B) Analyze customer satisfaction and identify resulting actions
C) Analyze and evaluate the existing situation to identify areas for improvement
D) Start an internal service organization evaluation

2. What is a Configuration Baseline?

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

3. What shall the Service Level Agreements (SLAs) with the suppliers be aligned with?

A) The SLAs with the customers
B) The Service Management Plans
C) The Service Level Plans
D) The SLAs with the other parties

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

A) that the service levels for all services are consistent in the supply chain
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 there is a frequent contact between the suppliers and the business to resolve dissatisfaction issues

5. Why are processes required?

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

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