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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. If the service provider believes the service levels will not be met for an incident, when shall a customer be informed of this?

A) Before the breach
B) Never
C) During service reporting
D) After the breach

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

3. 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 does not state any tools requirements.
C) The plan details the effects of new technologies and techniques on capacity.
D) The plan defines the tools as appropriate to support the processes.

4. Which of the following is a best practice for Capacity Management?

A) A Capacity plan documenting the actual performance and the expected requirements should be produced at least annually.
B) The Service Catalog should be maintained and kept up-to-date.
C) The resilience of the infrastructure components should be measured and included in the Capacity plan.
D) Decisions about service provision should be based on cost effectiveness comparisons.

5. Part of the Configuration Management process is about Configuration identification. What should be included as an attribute of a managed Configuration Item (CI)?

A) Requests for Change (RFCs)
B) Incidents
C) Licenses
D) Known Errors

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