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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What is the added value of a service being delivered?

A) The outcomes have a lower total cost of ownership than when the value is produced within the customer organization.
B) You do not have to invest in a process to control it.
C) You can specifically define the service by means of a Service Level Agreement (SLA).
D) You do not have the ownership of specific costs and risks in producing the service.

2. Who should be recommended to support the Senior Responsible Owner in his/her responsibility for the delivery of the management system?

A) the service managers
B) a decision taking group
C) the senior customer representative
D) the Change Advisory Board (CAB)

3. What should Quality Management Systems encourage organizations to do?

A) To define processesthat contribute to customer acceptance of services
B) To define as many metrics as possible for each process to ensure strong control
C) To achieve the lowest cost of service provision
D) To achieve the maximum level of service possible

4. Which processes should the Plan, Do, Check, Act methodology be applied to?

A) the Planning & Implementing Service Management process
B) those that support business critical services
C) all of the processes in scope of ISO/IEC 20000
D) the Requirements for a Management System process

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

Solutions: