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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. In planning to implement Service Management, what does the plan need to say regarding tools according to ISO/IEC 20000-2:2005?

A) The plan details the effects of new technologies and techniques on capacity.
B) The plan lists how every individual process is supported by a tool.
C) The plan does not state any tools requirements.
D) The plan defines the tools as appropriate to support the processes.

2. Why is it important that reviews are conducted at regular intervals during the Check phase of the Plan-Do-Check-Act (PDCA) methodology?

A) to determine whether the Service Management requirements are effectively implemented and maintained
B) to be able to define the objectives and requirements that are to be achieved by Service Management
C) to be able to allocate roles and responsibilities
D) to be able to establish the Service Management policy, objectives and plans

3. Who conducts the "first party audit"?

A) An external independent organization
B) Customers of the IT Service Management organization
C) The IT Service Management organization itself
D) Other persons on behalf of the Customer

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

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

5. Top management has to provide evidence of its commitment to developing, implementing and improving its Service Management capability within the context of the organization's business and Customers' requirements. What is the best way that management can make this visible?

A) by taking part in the planning of new IT services
B) through leadership and actions
C) by outsourcing Change Management
D) by taking disciplinary action against underperforming employees

Solutions: