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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Which processes should the Plan, Do, Check, Act methodology be applied to?

A) the Requirements for a Management System process
B) the Planning & Implementing Service Management process
C) all of the processes in scope of ISO/IEC 20000
D) those that support business critical services

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

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

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

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

5. In planning to implement Service Management, what does the plan need to say regarding tools according to ISO/IEC 20000-2:2005?

A) The plan lists how every individual process is supported by a tool.
B) The plan does not state any tools requirements.
C) The plan details the effects of new technologies and techniques on capacity.
D) The plan defines the tools as appropriate to support the processes.

Solutions: