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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Who or what should always be informed in case a Release is rejected, delayed or cancelled?

A) Change Management
B) the Senior Management representative
C) Incident Management
D) Business Relationship Management

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

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

3. What does an IT service definition include?

A) the use of IT to support the organizations internal business processes
B) the use of IT to support the customers business processes
C) the use of IT to improve employee satisfaction within the organization
D) the use of IT to support the business processes of suppliers and partners

4. What is the purpose of a Problem review?

A) To restore the service to normal operating conditions as soon as possible
B) To prevent computer systems from having too limited disk space so that capacity problems will not occur
C) To provide expert help on risk assessment for optimization of security procedures
D) To seek improvements to the process and to prevent recurrence of Incidents or mistakes

5. While planning for service improvements, what is an important best practice to consider?

A) Service improvement targets should be measurable, linked to business objectives and documented in a plan.
B) The progress of service improvement should be discussed at least weekly in the steering committee.
C) The progress should be monitored closely by an independent project manager to maintain objectivity.
D) The service improvement targets should not change until the target is reached, or else no consistency is maintained.

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