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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Top management needs to ensure that its employees are aware of the relevance and importance of their activities. What else do all employees need to be aware of?

A) how they contribute to the Total Cost of Ownership (TCO)
B) how they contribute to the achievement of the Service Management objectives
C) how they can provide policies and a framework for a Management System
D) how they contribute to the total salary reduction

2. Which statement below is not a purpose of Supplier Management procedures?

A) That the suppliers understand their obligation to the Service Provider
B) That it is made clear that the supplier cannot subcontract part of the delivered services to the Service Provider
C) That information on the performance of all suppliers can be observed and acted upon
D) That business transactions between all parties are recorded

3. The appointed member of management is only responsible for the co-ordination and management of all services. Can this person perform internal audits for the delivery processes?

A) Yes, because this person is not responsible for the delivery processes.
B) No, because this person is responsible for all processes and therefore he would audit his own work.
C) No, because as manager he is not competent enough.
D) Yes, because as manager he should have knowledge of performing internal audits.

4. Who has a responsibility in continual improvement?

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

5. When a new service is being planned, Service Level Management needs to ensure that existing performance levels of other IT services will not be unduly impacted. From which process will Service Level Management require input?

A) Financial Management for IT Services
B) Capacity Management
C) IT Service Continuity Management
D) Availability Management

Solutions: