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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 all current and future demands
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 current demands only

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

3. What is the objective of the Continual Improvement (Act) stage of Planning and Implementing Service Management, as described in the ISO/IEC 20000 standard?

A) To improve the efficiency and effectiveness of the business
B) To improve the efficiency and effectiveness of service delivery and management
C) To improve the efficiency and effectiveness of service support
D) To improve the efficiency and effectiveness of the ITIL processes

4. Problem Management is responsible for carrying out trend analysis of Incident volumes and types. What is the reason for this?

A) to be able to provide reports to management
B) to be able to charge to the correct users of the service
C) to provide input to the Capacity Database
D) to prevent repetitive occurrence of Incidents

5. Who should be recommended to support the Senior Responsible Owner in his/her responsibility for the delivery of the management system?

A) the service managers
B) the Change Advisory Board (CAB)
C) the senior customer representative
D) a decision taking group

Solutions: