EXIN ISO / IEC 20000 Foundation : ISO20KF

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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What triggers a re-test of the Availability and Service Continuity plans?

A) a major change to the business environment
B) six months having passed since the last test
C) significant periods of unplanned non-availability
D) a major disaster having occurred

2. Why is it important that reviews are conducted at regular intervals during the Check phase of the Plan-Do-Check-Act (PDCA) methodology?

A) to determine whether the Service Management requirements are effectively implemented and maintained
B) to be able to establish the Service Management policy, objectives and plans
C) to be able to define the objectives and requirements that are to be achieved by Service Management
D) to be able to allocate roles and responsibilities

3. What can be improved by achieving quality objectives?

A) personal satisfaction of the Configuration Manager
B) effectiveness of the service
C) relationship with unauthorized parties
D) relationship with interested suppliers

4. While planning for service improvements, what is an important best practice to consider?

A) The progress should be monitored closely by an independent project manager to maintain objectivity.
B) Service improvement targets should be measurable, linked to business objectives and documented in a plan.
C) The progress of service improvement should be discussed at least weekly in the steering committee.
D) The service improvement targets should not change until the target is reached, or else no consistency is maintained.

5. According to ISO/IEC 20000, what is the minimum frequency for the Service Provider and the Customer to attend a service review meeting for discussing changes to the service scope?

A) only when there is a businessneed to change the service
B) annually
C) monthly
D) quarterly

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