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EXIN ISO / IEC 20000 Foundation Sample Questions:

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

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

2. Any organization may be impacted by legislative or regulatory change in the future. Where should this be covered?

A) in a Change request
B) in the Service Level Agreement (SLA)
C) in the Business Relationship Management process
D) in the Service Management plan

3. What is the objective of Service Level Management?

A) To ensure a sufficient amount of Capacity has been designated in order to achieve agreed service levels
B) To ensure that agreed service Availabilitycommittments to customers can be met in all circumstances
C) To establish and maintain good relationships with Customers
D) To define, agree, record and manage levels of service

4. The appointed member of management is only responsible for the co-ordination and management of all services. Can this person perform internal audits for the delivery processes?

A) No, because as manager he is not competent enough.
B) No, because this person is responsible for all processes and therefore he would audit his own work.
C) Yes, because this person is not responsible for the delivery processes.
D) Yes, because as manager he should have knowledge of performing internal audits.

5. Which stakeholder will define service level requirements?

A) End user
B) Service Provider
C) Customer
D) Supplier

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