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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What should planning for new or changed services include?

A) budgets and staff resources
B) major non-conformities to all Underpinning Contracts (UCs)
C) recent Problems and Known Errors in the desktop environment
D) trends in Capacity growth of the current applications

2. Which of the following defines a lifecycle that is split into four quadrants (optimizing, changing, supporting and operating)?

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

3. What is according to ISO/IEC 20000 a required part of the planning for new or changed services?

A) the process for identifying, measuring, reporting and managing improvement activities
B) service acceptance criteria
C) setting up a process to deal with contractual disputes
D) establishing a good relationship with the Customer

4. What details should be recorded as a baseline prior to implementing a plan for service improvement?

A) service quality and levels
B) backlog of changes for the service
C) number of staff involved
D) time taken to operate the process

5. Where would an IT service for the customer normally be defined?

A) in the Service Catalog or the Service Level Agreement (SLA)
B) in the Service Report
C) in the Operational Level Agreement (OLA)
D) in the IT Framework

Solutions: