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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What is the objective of the Continual Improvement (Act) stage of Planning and Implementing Service Management, as described in the ISO/IEC 20000 standard?

A) To improve the efficiency and effectiveness of service support
B) To improve the efficiency and effectiveness of service delivery and management
C) To improve the efficiency and effectiveness of the business
D) To improve the efficiency and effectiveness of the ITIL processes

2. Who has a responsibility in continual improvement?

A) Management only
B) the customer
C) Quality experts only
D) all employees

3. Which service changes should be documented in change records?

A) Staff recruitment
B) All service changes
C) User training
D) Formal closure of services

4. A group of activities within Release Management is roll-out, distribution and installation. What should be ensured as part of these activities?

A) The Release is tested to the satisfaction of the Customers.
B) Contingency and back-out plans are available.
C) Changes are scheduled based upon priority and risk.
D) Redundant products, services and licenses are decommissioned.

5. Any organization may be impacted by legislative or regulatory change in the future. Where should this be covered?

A) in the Business Relationship Management process
B) in a Change request
C) in the Service Management plan
D) in the Service Level Agreement (SLA)

Solutions: