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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Which of the following actions should be taken to ensure continual improvement of a Quality Management System?

A) Analyze and evaluate the existing situation to identify areas for improvement
B) Analyze customer satisfaction and identify resulting actions
C) Start an internal service organization evaluation
D) Review the Quality Management System at least annually

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

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

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

4. Which of the following is a best practice for Capacity Management?

A) Decisions about service provision should be based on cost effectiveness comparisons.
B) The resilience of the infrastructure components should be measured and included in the Capacity plan.
C) The Service Catalog should be maintained and kept up-to-date.
D) A Capacity plan documenting the actual performance and the expected requirements should be produced at least annually.

5. 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 allocate roles and responsibilities
C) to be able to establish the Service Management policy, objectives and plans
D) to be able to define the objectives and requirements that are to be achieved by Service Management

Solutions: