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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Which of the following is an ISO/IEC 20000 requirement relating to the service management plan?

A) it must include the scope of the organization's service management plan
B) it must include the documented procedures specified by the standard
C) it must be available in at least one hard copy and approved
D) It must never include any know-how of the organization

2. What is a responsibility of the Service Provider with regard to Supplier Management as defined in ISO/IEC 20000-1:2005?

A) to ensure that Service Level Agreements (SLAs) with suppliers are aligned with SLAs of the business
B) to ensure that subcontracted suppliers meet contractual requirements in all circumstances
C) to ensure that a process exists for the procurement of suppliers
D) to ensure that supplier processes and procedures are defined where outsourced

3. Customer satisfaction measurement is an important activity in the Business Relationship Management process. What is the objective of Customer satisfaction measurement?

A) to enable the Service Provider to compare performance with the Customer satisfaction targets and previous surveys
B) to gather information about potential new services that might be interesting for the end users of the services
C) to optimize the resolution processes so that service levels are exceeded
D) to reduce Incidents during the service delivery process

4. Which of the following is used for the assessment of maturity of organizations?

A) CMMI
B) MOF
C) CobIT TM
D) ITIL

5. What is a benefit to an organization when the services are delivered according to ISO/IEC 20000?

A) The environmental needs of the employees in the organization are well looked after.
B) The organization behaves in a socially responsible way.
C) The organization becomes morecustomer focused.
D) The organization hasless suppliers to deal with.

Solutions: