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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What does an IT service definition include?

A) the use of IT to improve employee satisfaction within the organization
B) the use of IT to support the business processes of suppliers and partners
C) the use of IT to support the organizations internal business processes
D) the use of IT to support the customers business processes

2. When should the final closure of an Incident record be completed?

A) when all relevant information for classification and routing has been entered
B) when the Incident has been dispatched outside the Service Desk department
C) when the initiating user has been given the opportunity to confirm that the service is restored
D) when the Incident is solved and normal operation is restored

3. Which of the following must be included within the Service Management plan?

A) Information security controls
B) Tools as appropriate to support the processes
C) Return to normal working
D) Configuration Item (CI) type

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

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

5. The Service Provider should check that the Service Management objectives and the plan are being achieved. Which of the following items is not measured as part of this monitoring, measuring or review?

A) Customer satisfaction
B) Major non-conformities
C) Resource utilization
D) Problems

Solutions: