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EXIN ISO / IEC 20000 Foundation Sample Questions:

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

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

2. Which stakeholder will define service level requirements?

A) Customer
B) End user
C) Supplier
D) Service Provider

3. What services can be left out of the Service Catalogue?

A) services that are delivered to lessthen 10% of the Customers
B) incidental services that are seldom delivered
C) network-related services
D) no services

4. It is essential that an owner at senior level has overall responsibility for Service Management. Which of the statements below is a best practice?

A) A senior responsible owner should haveresponsiblity for Customer Relationship Management.
B) A senior responsible owner should ensure resourcing for service improvement activities.
C) A senior responsible owner should handle all customer complaints to be able to improve customer satisfaction.
D) A senior responsible owner should be assigned as chairman of the Change Advisory Board (CAB).

5. Which of the following defines a lifecycle that is split into four quadrants (optimizing, changing, supporting and operating)?

A) MOF
B) Six Sigma
C) CobIT TM
D) ITIL

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