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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. When should the final closure of an Incident record be completed?

A) when all relevant information for classification and routing has been entered
B) when the initiating user has been given the opportunity to confirm that the service is restored
C) when the Incident is solved and normal operation is restored
D) when the Incident has been dispatched outside the Service Desk department

2. What is the objective of IT Service Management?

A) to provide critical services to business customers
B) to provide management of services to meet business requirements
C) to provide guaranteed service levels against business requirements
D) to provide services to the maximum level to the business

3. The Plan-Do-Check-Act (PDCA) methodology can be applied to all ISO/IEC 20000 processes. What does the Act phase of this methodology cover?

A) implementation of the processes
B) taking the necessary actions to continually improve process performance
C) monitoring and measuring processes and services and reporting the results
D) establishing the objectives and processes necessary to deliver results in accordance with Customer requirements and the organization's policies

4. 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 organizations internal business processes
D) the use of IT to support the customers business processes

5. New or changed services need to be accepted before being implemented into the live environment. What shall be done after a new or changed service has been implemented?

A) A Post Implementation Review (PIR) is held comparing actual outcomes against those planned.
B) Nothing additional: the new or changed service goes into Business As Usual and will be managed as a normal service.
C) An approach needs to be defined for interfacing to projects that are creating or modifying services.
D) The manner in which the Change shall be reversed or remedied if unsuccessful needs to be defined.

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