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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What does an IT service definition include?

A) the use of IT to support the business processes of suppliers and partners
B) the use of IT to improve employee satisfaction within the organization
C) the use of IT to support the customers business processes
D) the use of IT to support the organizations internal business processes

2. What does a quality policy aim to define?

A) the requirements of the customer as stated in the Service Level Agreement (SLA)
B) the legal obligations that the organization must fulfill
C) the requirements of ISO/IEC 20000
D) the formally expressed quality intentions and direction of an organization

3. What is according to ISO/IEC 20000 a required part of the planning for new or changed services?

A) establishing a good relationship with the Customer
B) service acceptance criteria
C) setting up a process to deal with contractual disputes
D) the process for identifying, measuring, reporting and managing improvement activities

4. Which of the following must be included within the Service Management plan?

A) Configuration Item (CI) type
B) Return to normal working
C) Tools as appropriate to support the processes
D) Information security controls

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

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

Solutions: