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EXIN ISO / IEC 20000 Foundation Sample Questions:

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

A) A top-down approach whereby the management of the organization strongly and visibly enforces the implementation
B) The involvement and commitment of personnel at all levels in the organization from operational staff to top management
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

2. Why are processes required?

A) to provide consistency in the output from activities
B) to ensure that service issues never arise
C) to satisfy the needs of major outsource providers
D) to be able to define quality objectives in a structured manner

3. What are the key contents of an IT Service Management system?

A) A documented organizational and operational structure
B) A software system for the ticket system
C) A software system to monitor the key performance indicators (KPIs)
D) Systematic processes for ticket recording and follow-up only

4. Which of the following is used as a set of guidance materials for IT governance?

A) MOF
B) CobITTM
C) ISO/IEC 20000
D) ISO 9000

5. 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) the Requirements for a Management System process
D) all of the processes in scope of ISO/IEC 20000

Solutions: