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EXIN ISO / IEC 20000 Foundation Sample Questions:
1. Who or what should always be informed in case a Release is rejected, delayed or cancelled?
A) Change Management
B) Incident Management
C) Business Relationship Management
D) the Senior Management representative
2. What is required for an implementation of IT Service Management to be successful?
A) The involvement and commitment of personnel at all levels in the organization from operational staff to top management
B) The appointment of a specialist department responsible for the development of the process structures
C) Buy-in specifically from the levels in the organization which will be operationally involved in IT Service Management activities
D) A top-down approach whereby the management of the organization strongly and visibly enforces the implementation
3. 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
4. While planning for service improvements, what is an important best practice to consider?
A) The progress of service improvement should be discussed at least weekly in the steering committee.
B) The progress should be monitored closely by an independent project manager to maintain objectivity.
C) Service improvement targets should be measurable, linked to business objectives and documented in a plan.
D) The service improvement targets should not change until the target is reached, or else no consistency is maintained.
5. The quality of a product may be assessed by elements such as its appearance, usefulness and robustness. Which element can be used to assess the quality of a service?
A) The number of people purchasing that service
B) How much the service costs divided by an average of evaluation scores
C) How much the service costs compared to other providers of the service
D) How well the service meets customer and user expectations
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: A | Question # 3 Answer: C | Question # 4 Answer: C | Question # 5 Answer: D |


