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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What is the primary purpose of analyzing Change records?

A) to provide input to the Service Reporting process
B) to check if related Incident records are adequately closed
C) to be able to open a new Problem record, so proactive identification of Incidents is possible
D) to detect increasing levels of Changes and emerging trends

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

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

3. New or changed services need to be accepted before being implemented into the live environment. What shall be done after a new or changed service has been implemented?

A) Nothing additional: the new or changed service goes into Business As Usual and will be managed as a normal service.
B) An approach needs to be defined for interfacing to projects that are creating or modifying services.
C) The manner in which the Change shall be reversed or remedied if unsuccessful needs to be defined.
D) A Post Implementation Review (PIR) is held comparing actual outcomes against those planned.

4. Which statement below is not a purpose of Supplier Management procedures?

A) That the suppliers understand their obligation to the Service Provider
B) That business transactions between all parties are recorded
C) That it is made clear that the supplier cannot subcontract part of the delivered services to the Service Provider
D) That information on the performance of all suppliers can be observed and acted upon

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

Solutions: