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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Part of the Configuration Management process is about Configuration identification. What should be included as an attribute of a managed Configuration Item (CI)?

A) Requests for Change (RFCs)
B) Incidents
C) Known Errors
D) Licenses

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

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

3. What does an IT service definition include?

A) the use of IT to support the business processes of suppliers and partners
B) the use of IT to support the organizations internal business processes
C) the use of IT to support the customers business processes
D) the use of IT to improve employee satisfaction within the organization

4. 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 haveresponsiblity for Customer Relationship Management.
C) A senior responsible owner should ensure resourcing for service improvement activities.
D) A senior responsible owner should handle all customer complaints to be able to improve customer satisfaction.

5. Why is it important for Service Providers to provide documents and records?

A) to ensure effective planning, operation and control of Service Management
B) to be able to uniquely identify and record all Configuration Items (CIs) in the Configuration Management Database (CMDB)
C) It is part of the requirements (evidence) to become ISO/IEC 20000 compliant.
D) to ensure employeesare aware of the relevance and importance of their work activities

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