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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What is the purpose of a Problem review?

A) To restore the service to normal operating conditions as soon as possible
B) To prevent computer systems from having too limited disk space so that capacity problems will not occur
C) To provide expert help on risk assessment for optimization of security procedures
D) To seek improvements to the process and to prevent recurrence of Incidents or mistakes

2. When a new service is being planned, Service Level Management needs to ensure that existing performance levels of other IT services will not be unduly impacted. From which process will Service Level Management require input?

A) IT Service Continuity Management
B) Capacity Management
C) Financial Management for IT Services
D) Availability Management

3. What is the primary purpose of analyzing Change records?

A) to be able to open a new Problem record, so proactive identification of Incidents is possible
B) to check if related Incident records are adequately closed
C) to provide input to the Service Reporting process
D) to detect increasing levels of Changes and emerging trends

4. Who or what should always be informed in case a Release is rejected, delayed or cancelled?

A) Business Relationship Management
B) Change Management
C) the Senior Management representative
D) Incident Management

5. What is the recommendation with regard to the implementation of an emergency Change?

A) Only the senior manager should authorize emergency Changes.
B) Where possible the Change process should be followed.
C) There is a separate process for emergency Changes.
D) The Change process should be completely bypassed.

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