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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What should Quality Management Systems encourage organizations to do?

A) To define as many metrics as possible for each process to ensure strong control
B) To achieve the lowest cost of service provision
C) To achieve the maximum level of service possible
D) To define processesthat contribute to customer acceptance of services

2. What is the purpose of a Problem review?

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

3. Problem Management is responsible for carrying out trend analysis of Incident volumes and types. What is the reason for this?

A) to be able to provide reports to management
B) to provide input to the Capacity Database
C) to be able to charge to the correct users of the service
D) to prevent repetitive occurrence of Incidents

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

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

5. Which of the following must be included within the Service Management plan?

A) Return to normal working
B) Tools as appropriate to support the processes
C) Information security controls
D) Configuration Item (CI) type

Solutions: