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EXIN ISO / IEC 20000 Foundation Sample Questions:
1. Problem Management is responsible for carrying out trend analysis of Incident volumes and types. What is the reason for this?
A) to prevent repetitive occurrence of Incidents
B) to be able to charge to the correct users of the service
C) to provide input to the Capacity Database
D) to be able to provide reports to management
2. What is part of the policy for Budgeting and Accounting for IT Services?
A) The charging mechanism
B) The costs of the Underpinning Contracts (UCs) over a fixed period
C) Rules governing the handling of variances against budgets
D) The percentage of 'hidden' end-user costs
3. What does an IT service definition include?
A) the use of IT to support the organizations internal business processes
B) the use of IT to support the customers business processes
C) the use of IT to improve employee satisfaction within the organization
D) the use of IT to support the business processes of suppliers and partners
4. What services can be left out of the Service Catalogue?
A) incidental services that are seldom delivered
B) no services
C) services that are delivered to lessthen 10% of the Customers
D) network-related services
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:
| Question # 1 Answer: A | Question # 2 Answer: C | Question # 3 Answer: B | Question # 4 Answer: B | Question # 5 Answer: B |
