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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What are the key contents of an IT Service Management System?

A) definition of corporate measures to achieve the required level of quality
B) a software system for the ticket system
C) systematic processes for ticket recording and follow-up only
D) a software system to monitor the key performance indicators (KPIs)

2. What is the objective of IT Service Management?

A) to provide critical services to business customers
B) to provide services to the maximum level to the business
C) to provide management of services to meet business requirements
D) to provide guaranteed service levels against business requirements

3. Why is it important that reviews are conducted at regular intervals during the Check phase of the Plan-Do-Check-Act (PDCA) methodology?

A) to be able to allocate roles and responsibilities
B) to be able to establish the Service Management policy, objectives and plans
C) to be able to define the objectives and requirements that are to be achieved by Service Management
D) to determine whether the Service Management requirements are effectively implemented and maintained

4. When should the final closure of an Incident record be completed?

A) when all relevant information for classification and routing has been entered
B) when the Incident is solved and normal operation is restored
C) when the Incident has been dispatched outside the Service Desk department
D) when the initiating user has been given the opportunity to confirm that the service is restored

5. What is SixSigma@?

A) It is a six step maturity model to improve the capability of business processes.
B) It is a quality instrument to measure defects in process outputs.
C) It is a standard that is recently developed for improvement of IT processes.
D) It is a structured, statistically based approach to process improvement.

Solutions: