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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. The Service Provider should check that the Service Management objectives and the plan are being achieved. Which of the following items is not measured as part of this monitoring, measuring or review?

A) Resource utilization
B) Major non-conformities
C) Customer satisfaction
D) Problems

2. What is part of the policy for Budgeting and Accounting for IT Services?

A) The charging mechanism
B) Rules governing the handling of variances against budgets
C) The percentage of 'hidden' end-user costs
D) The costs of the Underpinning Contracts (UCs) over a fixed period

3. Which of the following is an ISO/IEC 20000 requirement relating to the service management plan?

A) it must include the documented procedures specified by the standard
B) it must include the scope of the organization's service management plan
C) It must never include any know-how of the organization
D) it must be available in at least one hard copy and approved

4. The Plan-Do-Check-Act (PDCA) methodology can be applied to all ISO/IEC 20000 processes. What does the Act phase of this methodology cover?

A) implementation of the processes
B) monitoring and measuring processes and services and reporting the results
C) taking the necessary actions to continually improve process performance
D) establishing the objectives and processes necessary to deliver results in accordance with Customer requirements and the organization's policies

5. What does the concept of "quality" comprise?

A) gaining ISO/IEC 20000 certification
B) maximizing utilization of personnel capacity
C) execution of Service Level Agreements (SLAs) only
D) satisfying customer requirements

Solutions: