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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Which stakeholder will define service level requirements?

A) Customer
B) Service Provider
C) End user
D) Supplier

2. Security controls shall be documented. What will the controls be related to?

A) services
B) risks
C) locations
D) staff

3. Which type of event or activity can trigger a service Change, which would need to be catered for in the Service Management plan?

A) System Lifecycle Management
B) Major Incident
C) Service improvement activities
D) Urgent Change

4. The Relationship processes describe the relationships with the business and with the suppliers. What should the Relationship processes ensure?

A) that there is a frequent contact between the suppliers and the business to resolve dissatisfaction issues
B) that the business and suppliers are directly informed of Major Incidents
C) that the service levels for all services are consistent in the supply chain
D) that all parties understand the business needs, responsibilities and obligations

5. New or changed services need to be accepted before being implemented into the live environment. What shall be done after a new or changed service has been implemented?

A) Nothing additional: the new or changed service goes into Business As Usual and will be managed as a normal service.
B) An approach needs to be defined for interfacing to projects that are creating or modifying services.
C) A Post Implementation Review (PIR) is held comparing actual outcomes against those planned.
D) The manner in which the Change shall be reversed or remedied if unsuccessful needs to be defined.

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