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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Targets for resolution should be based on priority. When scheduling Incident or Problem resolution, which of the following should not be taken into account?

A) the competing requirements for resources
B) the number of previously reported Incidents for the particular Configuration Item (CI)
C) the effort/cost to provide the method of resolution
D) the available skills

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

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

3. Top management needs to ensure that its employees are aware of the relevance and importance of their activities. What else do all employees need to be aware of?

A) how they can provide policies and a framework for a Management System
B) how they contribute to the achievement of the Service Management objectives
C) how they contribute to the Total Cost of Ownership (TCO)
D) how they contribute to the total salary reduction

4. According to the ISO/IEC 20000 standard it is important that a process exists to deal with contractual disputes with suppliers. Which process is responsible for the definition of this process?

A) Supplier Management
B) Business Relationship Management
C) Contract Management
D) Service Level Management

5. What does the standard explicitly recommend to be implemented with Configuration Management?

A) Release
B) Change and Security
C) Change and Release
D) Change

Solutions: