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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 processesthat contribute to customer acceptance of services
D) To define as many metrics as possible for each process to ensure strong control

2. Which of the following is Problem Management primarily concerned with?

A) Looking at Security Plans
B) Looking at the cause of Incidents
C) Looking at the Release Strategy
D) Looking at the Change Plan

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

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

4. Which of the following is a best practice for Capacity Management?

A) The Service Catalog should be maintained and kept up-to-date.
B) Decisions about service provision should be based on cost effectiveness comparisons.
C) A Capacity plan documenting the actual performance and the expected requirements should be produced at least annually.
D) The resilience of the infrastructure components should be measured and included in the Capacity plan.

5. What is part of the policy for Budgeting and Accounting for IT Services?

A) The charging mechanism
B) Rules governing the handling of variances against budgets
C) The costs of the Underpinning Contracts (UCs) over a fixed period
D) The percentage of 'hidden' end-user costs

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