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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. It is essential that an owner at senior level has overall responsibility for Service Management. Which of the statements below is a best practice?

A) A senior responsible owner should handle all customer complaints to be able to improve customer satisfaction.
B) A senior responsible owner should be assigned as chairman of the Change Advisory Board (CAB).
C) A senior responsible owner should haveresponsiblity for Customer Relationship Management.
D) A senior responsible owner should ensure resourcing for service improvement activities.

2. What purpose does implementation of a Quality Management System as per ISO/IEC 20000 serve?

A) It forces the organization to adopt a hierarchical management approach.
B) It allows the suppliers to have full visibility of the organization's internal processes.
C) It defines specific Key Performance Indicators (KPIs) upon which service performance can be assessed.
D) It provides a guideline for the Quality Management measures that must be taken to implement quality policy in an organization.

3. Top management has to provide evidence of its commitment to developing, implementing and improving its Service Management capability within the context of the organization's business and Customers' requirements. What is the best way that management can make this visible?

A) by taking part in the planning of new IT services
B) through leadership and actions
C) by outsourcing Change Management
D) by taking disciplinary action against underperforming employees

4. What is the recommendation with regard to the implementation of an emergency Change?

A) The Change process should be completely bypassed.
B) Only the senior manager should authorize emergency Changes.
C) Where possible the Change process should be followed.
D) There is a separate process for emergency Changes.

5. What is a Configuration Baseline?

A) A benchmark of the service provider's capability
B) A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time
C) The change requests allocated to a release
D) A configuration audit report

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