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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What triggers a re-test of the Availability and Service Continuity plans?

A) a major change to the business environment
B) six months having passed since the last test
C) significant periods of unplanned non-availability
D) a major disaster having occurred

2. Why is it important that reviews are conducted at regular intervals during the Check phase of the Plan-Do-Check-Act (PDCA) methodology?

A) to be able to define the objectives and requirements that are to be achieved by Service Management
B) to be able to establish the Service Management policy, objectives and plans
C) to determine whether the Service Management requirements are effectively implemented and maintained
D) to be able to allocate roles and responsibilities

3. Which of the following is a benefit of ISO/IEC 20000 certification?

A) It guarantees that all certified IT Service Management processes are at least audited by a registered certification body once a year.
B) It shows that the highest possible quality level has been achieved.
C) It shows that a company takes quality seriously and that each service is independently audited before it is being delivered.
D) It shows that a company manages IT Services according to an independently audited quality standard.

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. Targets for resolution should be based on priority. When scheduling Incident or Problem resolution, which of the following should not be taken into account?

A) the competing requirements for resources
B) the number of previously reported Incidents for the particular Configuration Item (CI)
C) the effort/cost to provide the method of resolution
D) the available skills

Solutions: