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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. In planning to implement Service Management, what does the plan need to say regarding tools according to ISO/IEC 20000-2:2005?

A) The plan lists how every individual process is supported by a tool.
B) The plan details the effects of new technologies and techniques on capacity.
C) The plan does not state any tools requirements.
D) The plan defines the tools as appropriate to support the processes.

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

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

3. 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 Service Catalog should be maintained and kept up-to-date.
C) A Capacity plan documenting the actual performance and the expected requirements should be produced at least annually.
D) The resilience of the infrastructure components should be measured and included in the Capacity plan.

4. Customer satisfaction measurement is an important activity in the Business Relationship Management process. What is the objective of Customer satisfaction measurement?

A) to optimize the resolution processes so that service levels are exceeded
B) to gather information about potential new services that might be interesting for the end users of the services
C) to reduce Incidents during the service delivery process
D) to enable the Service Provider to compare performance with the Customer satisfaction targets and previous surveys

5. What are the key contents of an IT Service Management System?

A) a software system for the ticket system
B) systematic processes for ticket recording and follow-up only
C) definition of corporate measures to achieve the required level of quality
D) a software system to monitor the key performance indicators (KPIs)

Solutions: