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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What does the concept of "quality" comprise?

A) gaining ISO/IEC 20000 certification
B) satisfying customer requirements
C) maximizing utilization of personnel capacity
D) execution of Service Level Agreements (SLAs) only

2. 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

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

4. Which of the following is within the scope of the requirements of ISO/IEC 20000?

A) Information Security Management
B) Operations
C) Charging for IT Services
D) Service Desk

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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