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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. The appointed member of management is only responsible for the co-ordination and management of all services. Can this person perform internal audits for the delivery processes?

A) No, because as manager he is not competent enough.
B) Yes, because this person is not responsible for the delivery processes.
C) No, because this person is responsible for all processes and therefore he would audit his own work.
D) Yes, because as manager he should have knowledge of performing internal audits.

2. 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) Changes are scheduled based upon priority and risk.
C) The Release is tested to the satisfaction of the Customers.
D) Redundant products, services and licenses are decommissioned.

3. The quality of a product may be assessed by elements such as its appearance, usefulness and robustness. Which element can be used to assess the quality of a service?

A) The number of people purchasing that service
B) How much the service costs divided by an average of evaluation scores
C) How much the service costs compared to other providers of the service
D) How well the service meets customer and user expectations

4. Who has a responsibility in continual improvement?

A) all employees
B) Quality experts only
C) Management only
D) the customer

5. What is the objective of a Management System?

A) To ensure that Key Performance Indicators (KPIs) are defined for all IT services
B) To define, agree, record and manage levels of services
C) To ensure that new services and changes to services will be deliverable and manageable at the agreed cost and services quality
D) To provide the policies and the framework that is needed for the effective management and implementation of all IT services

Solutions: