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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Which of the following actions should be taken to ensure continual improvement of a Quality Management System?

A) Analyze and evaluate the existing situation to identify areas for improvement
B) Start an internal service organization evaluation
C) Review the Quality Management System at least annually
D) Analyze customer satisfaction and identify resulting actions

2. What is the recommendation with regard to the implementation of an emergency Change?

A) Where possible the Change process should be followed.
B) There is a separate process for emergency Changes.
C) Only the senior manager should authorize emergency Changes.
D) The Change process should be completely bypassed.

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

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

4. What purpose does implementation of a Quality Management System as per ISO/IEC 20000 serve?

A) It forces the organization to adopt a hierarchical management approach.
B) It provides a guideline for the Quality Management measures that must be taken to implement quality policy in an organization.
C) It allows the suppliers to have full visibility of the organization's internal processes.
D) It defines specific Key Performance Indicators (KPIs) upon which service performance can be assessed.

5. What is the objective of planning and implementing new or changed services?

A) To ensure that all Changes are assessed, approved, implemented and reviewed in a controlled manner
B) To ensure that approved Changes are implemented in the IT infrastructure with acceptable risks for the current and new IT services
C) To ensure that new services and changes to services will be deliverable and manageable at the agreed cost and service quality
D) To ensure that standard methods and procedures are used so that Changes can be handled quickly and with the lowest possible negative impact on service quality

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