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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. The ISO/IEC 20000 standard requires that a minimum set of service reports is produced. How are these service reports used?

A) To compare the performance of the Service Desk with service targets
B) As the basis for making management decisions and taking corrective actions
C) As input to financial management in order to determine charges for the service
D) To present a professional image of the company

2. What is the correct way to make a change to a contract as a result of a major review of an authorized contract?

A) through the Customer representative
B) through the Business Relationship Management process
C) through the Change Management process
D) through the Supplier Management process

3. The quality of a product may be assessed by elements such as its appearance, usefulness and robustness. Which element can be used to assess the quality of a service?

A) The number of people purchasing that service
B) How well the service meets customer and user expectations
C) How much the service costs divided by an average of evaluation scores
D) How much the service costs compared to other providers of the service

4. What is the objective of IT Service Management?

A) to provide guaranteed service levels against business requirements
B) to provide services to the maximum level to the business
C) to provide critical services to business customers
D) to provide management of services to meet business requirements

5. Which of the following calculates the number of defects per million opportunities?

A) MOF
B) CobIT TM
C) ITIL
D) Six Sigma

Solutions: