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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What is accreditation in the context of ISO/IEC 20000?

A) The evaluation of test results to verify compliance with requirements plus confirmation by the certification body
B) The determination of measurement results using defined procedures on the basis of documented requirements
C) The official recognition by a third party of organizations involved in testing, inspection and certification
D) The notification of approved testing and certification bodies with the relevant authority for publication

2. Who has a responsibility in continual improvement?

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

3. Top management has to provide evidence of its commitment to developing, implementing and improving its Service Management capability within the context of the organization's business and Customers' requirements. What is the best way that management can make this visible?

A) by taking disciplinary action against underperforming employees
B) through leadership and actions
C) by taking part in the planning of new IT services
D) by outsourcing Change Management

4. When should the final closure of an Incident record be completed?

A) when the Incident is solved and normal operation is restored
B) when all relevant information for classification and routing has been entered
C) when the initiating user has been given the opportunity to confirm that the service is restored
D) when the Incident has been dispatched outside the Service Desk department

5. What is mandatory to define in the Incident Management procedures?

A) The recording of Problems
B) The recording of deficiencies in the Configuration Management Database (CMDB)
C) The escalation of Incidents
D) The implementation of emergency Changes

Solutions: