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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Which standard describes the fundamental aspects of Quality Management Systems?

A) ISO 9000
B) ISO/IEC 15504
C) ISO/IEC 27001
D) ISO/IEC 20000

2. What should not be part of a Service Level Agreement (SLA)?

A) Escalation and notification process
B) Lessons learned and improvement actions
C) Impact and priority guidelines
D) Authorization details

3. What is the purpose of a Problem review?

A) To seek improvements to the process and to prevent recurrence of Incidents or mistakes
B) To prevent computer systems from having too limited disk space so that capacity problems will not occur
C) To restore the service to normal operating conditions as soon as possible
D) To provide expert help on risk assessment for optimization of security procedures

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

5. Which of the following is used for the assessment of maturity of organizations?

A) CMMI
B) CobIT TM
C) MOF
D) ITIL

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