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EXIN ISO / IEC 20000 Foundation Sample Questions:

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

2. Who conducts the "first party audit"?

A) Other persons on behalf of the Customer
B) The IT Service Management organization itself
C) Customers of the IT Service Management organization
D) An external independent organization

3. Which of the following is a benefit of ISO/IEC 20000 certification?

A) It guarantees that all certified IT Service Management processes are at least audited by a registered certification body once a year.
B) It shows that the highest possible quality level has been achieved.
C) It shows that a company manages IT Services according to an independently audited quality standard.
D) It shows that a company takes quality seriously and that each service is independently audited before it is being delivered.

4. An objective of Capacity Management is to ensure that the service provider has, at all times, sufficient Capacity to meet the current and future agreed demands of the Customer's business needs. What document is produced to support this objective?

A) Capacity Plan
B) Availability Plan
C) Business Resource Plan
D) Service Management Plan

5. Which of the following is Problem Management primarily concerned with?

A) Looking at the cause of Incidents
B) Looking at Security Plans
C) Looking at the Release Strategy
D) Looking at the Change Plan

Solutions: