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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What is the objective of the Service Continuity and Availability Management processes?

A) to ensure agreed effective communication towards Customers
B) to ensure that agreed Service Continuity and Availability commitments to Customers can be met in all circumstances
C) to ensure that agreed Service Continuity and Availability commitments to providers can be met in all circumstances
D) to ensure that agreed levels of service commitments to Customers can be met in all circumstances

2. What is the objective of planning and implementing new or changed services?

A) To ensure that standard methods and procedures are used so that Changes can be handled quickly and with the lowest possible negative impact on service quality
B) To ensure that new services and changes to services will be deliverable and manageable at the agreed cost and service quality
C) To ensure that all Changes are assessed, approved, implemented and reviewed in a controlled manner
D) To ensure that approved Changes are implemented in the IT infrastructure with acceptable risks for the current and new IT services

3. Which of the following tasks is assigned to each process manager?

A) Setting up Service Level Agreements with the users
B) Channeling data to Problem Management
C) Ensuring the process is running effectively and efficiently
D) Following up on Incidents

4. What is the objective of IT Service Management?

A) to provide guaranteed service levels against business requirements
B) to provide services to the maximum level to the business
C) to provide critical services to business customers
D) to provide management of services to meet business requirements

5. Which of the following statements is true?

A) There shall be an integrated approach to Change and Configuration Management planning.
B) Release Management shall be implemented only after the processes Change Management and Configuration Management have become mature.
C) Release Management, Change Management and Configuration Management are Control processes.
D) Change Management is the most important of the Control processes.

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