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EXIN ISO / IEC 20000 Foundation Sample Questions:

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

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

2. Top management needs to ensure that its employees are aware of the relevance and importance of their activities. What else do all employees need to be aware of?

A) how they can provide policies and a framework for a Management System
B) how they contribute to the achievement of the Service Management objectives
C) how they contribute to the total salary reduction
D) how they contribute to the Total Cost of Ownership (TCO)

3. What should not be part of a Service Level Agreement (SLA)?

A) Escalation and notification process
B) Authorization details
C) Lessons learned and improvement actions
D) Impact and priority guidelines

4. Any organization may be impacted by legislative or regulatory change in the future. Where should this be covered?

A) in a Change request
B) in the Service Level Agreement (SLA)
C) in the Business Relationship Management process
D) in the Service Management plan

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

Solutions: