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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. In planning to implement Service Management, what does the plan need to say regarding tools according to ISO/IEC 20000-2:2005?

A) The plan does not state any tools requirements.
B) The plan defines the tools as appropriate to support the processes.
C) The plan lists how every individual process is supported by a tool.
D) The plan details the effects of new technologies and techniques on capacity.

2. What is a shared concept of both ISO/IEC 27001 and ISO/IEC 20000?

A) Capacity Management
B) Incident Management
C) Information Security Management
D) Release Management

3. What is part of the policy for Budgeting and Accounting for IT Services?

A) The charging mechanism
B) Rules governing the handling of variances against budgets
C) The percentage of 'hidden' end-user costs
D) The costs of the Underpinning Contracts (UCs) over a fixed period

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

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

5. While planning for service improvements, what is an important best practice to consider?

A) The progress of service improvement should be discussed at least weekly in the steering committee.
B) Service improvement targets should be measurable, linked to business objectives and documented in a plan.
C) The service improvement targets should not change until the target is reached, or else no consistency is maintained.
D) The progress should be monitored closely by an independent project manager to maintain objectivity.

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