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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 improve employee satisfaction within the organization
B) the use of IT to support the business processes of suppliers and partners
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 is the objective of a Management System?

A) To ensure that new services and changes to services will be deliverable and manageable at the agreed cost and services quality
B) To provide the policies and the framework that is needed for the effective management and implementation of all IT services
C) To define, agree, record and manage levels of services
D) To ensure that Key Performance Indicators (KPIs) are defined for all IT services

3. Top management needs to ensure that its employees are aware of the relevance and importance of their activities. What else do all employees need to be aware of?

A) how they contribute to the achievement of the Service Management objectives
B) how they can provide policies and a framework for a Management System
C) how they contribute to the Total Cost of Ownership (TCO)
D) how they contribute to the total salary reduction

4. What should planning for new or changed services include?

A) recent Problems and Known Errors in the desktop environment
B) trends in Capacity growth of the current applications
C) major non-conformities to all Underpinning Contracts (UCs)
D) budgets and staff resources

5. What is the correct way to make a change to a contract as a result of a major review of an authorized contract?

A) through the Customer representative
B) through the Business Relationship Management process
C) through the Change Management process
D) through the Supplier Management process

Solutions: