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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. According to ISO/IEC 20000, what is the minimum frequency for the Service Provider and the Customer to attend a service review meeting for discussing changes to the service scope?

A) only when there is a businessneed to change the service
B) monthly
C) annually
D) quarterly

2. Which of the aspects listed below is included in ISO/IEC 20000?

A) Customer communication
B) Standard products
C) Social responsibility
D) Employee motivation

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

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

4. Which of the following is true of process descriptions?

A) They express the level of compliance with the requested quality characteristics.
B) They represent a complete set of monitoring options.
C) They complement descriptions of structural and organizational roles and responsibilities.
D) They describe vertical and horizontal escalation options.

5. To which process shall Problem Management ensure that up-to-date information on Known Errors and corrected Problems is available?

A) Configuration Management
B) Incident Management
C) all ISO/IEC 20000 processes
D) Availability Management

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