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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Why is it important for Service Providers to provide documents and records?

A) to ensure employeesare aware of the relevance and importance of their work activities
B) to ensure effective planning, operation and control of Service Management
C) It is part of the requirements (evidence) to become ISO/IEC 20000 compliant.
D) to be able to uniquely identify and record all Configuration Items (CIs) in the Configuration Management Database (CMDB)

2. What does a quality policy aim to define?

A) the requirements of ISO/IEC 20000
B) the requirements of the customer as stated in the Service Level Agreement (SLA)
C) the formally expressed quality intentions and direction of an organization
D) the legal obligations that the organization must fulfill

3. What is the objective of a Management System?

A) To ensure that Key Performance Indicators (KPIs) are defined for all IT services
B) To provide the policies and the framework that is needed for the effective management and implementation of all IT services
C) To ensure that new services and changes to services will be deliverable and manageable at the agreed cost and services quality
D) To define, agree, record and manage levels of services

4. Which of the following tasks is assigned to each process manager?

A) Setting up Service Level Agreements with the users
B) Following up on Incidents
C) Channeling data to Problem Management
D) Ensuring the process is running effectively and efficiently

5. Which audit is conducted by, or on behalf of, the organization itself for internal purposes and can form the basis for an organization's self-declaration of conformity?

A) Third party audit
B) Fourth party audit
C) First party audit
D) Second party audit

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