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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What level of Capacity is targeted by Capacity Management?

A) sufficient Capacity to meet current demands only
B) sufficient Capacity to meet agreed current and future demands
C) sufficient Capacity to meet all development and operational requirements
D) sufficient Capacity to meet all current and future demands

2. The Relationship processes describe the relationships with the business and with the suppliers. What should the Relationship processes ensure?

A) that there is a frequent contact between the suppliers and the business to resolve dissatisfaction issues
B) that all parties understand the business needs, responsibilities and obligations
C) that the service levels for all services are consistent in the supply chain
D) that the business and suppliers are directly informed of Major Incidents

3. While planning for service improvements, what is an important best practice to consider?

A) Service improvement targets should be measurable, linked to business objectives and documented in a plan.
B) The service improvement targets should not change until the target is reached, or else no consistency is maintained.
C) The progress should be monitored closely by an independent project manager to maintain objectivity.
D) The progress of service improvement should be discussed at least weekly in the steering committee.

4. What is the objective of Service Level Management?

A) To establish and maintain good relationships with Customers
B) To ensure that agreed service Availabilitycommittments to customers can be met in all circumstances
C) To ensure a sufficient amount of Capacity has been designated in order to achieve agreed service levels
D) To define, agree, record and manage levels of service

5. Which of the following standards was the forerunner to ISO/IEC 20000?

A) BS 15000
B) BS 7799
C) BS 8800
D) BS 1968

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