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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. For which type of organizations is ISO/IEC 20000 appropriate for use?

A) for organizations to confirm that all of the ITIL@ guidelines have been implemented
B) for organizations wishing to certify their services
C) for tool vendors to specify the Service Provider's processes
D) for organizations which need to demonstrate alignment to customer requirements

2. The quality of a product may be assessed by elements such as its appearance, usefulness and robustness. Which element can be used to assess the quality of a service?

A) How well the service meets customer and user expectations
B) The number of people purchasing that service
C) How much the service costs compared to other providers of the service
D) How much the service costs divided by an average of evaluation scores

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

4. What is required for an implementation of IT Service Management to be successful?

A) Buy-in specifically from the levels in the organization which will be operationally involved in IT Service Management activities
B) A top-down approach whereby the management of the organization strongly and visibly enforces the implementation
C) The involvement and commitment of personnel at all levels in the organization from operational staff to top management
D) The appointment of a specialist department responsible for the development of the process structures

5. What is the objective of the Continual Improvement (Act) stage of Planning and Implementing Service Management, as described in the ISO/IEC 20000 standard?

A) To improve the efficiency and effectiveness of service support
B) To improve the efficiency and effectiveness of the ITIL processes
C) To improve the efficiency and effectiveness of the business
D) To improve the efficiency and effectiveness of service delivery and management

Solutions: