EXIN ISO20KF

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EXIN ISO / IEC 20000 Foundation Sample Questions:

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

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

2. 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) How well the service meets customer and user expectations
B) How much the service costs compared to other providers of the service
C) The number of people purchasing that service
D) How much the service costs divided by an average of evaluation scores

3. An approach to developing and implementing a Quality Management System consists of several steps. Which of the following is not a necessary step?

A) establishing methods to measure the effectiveness and efficiency of each process
B) determining and providing the resources necessary to attain the quality objectives
C) agreeing to the quality policy and objectives with the Change Manager
D) determining the needs and expectations of Customers and other interested parties

4. Which processes should the Plan, Do, Check, Act methodology be applied to?

A) the Requirements for a Management System process
B) all of the processes in scope of ISO/IEC 20000
C) the Planning & Implementing Service Management process
D) those that support business critical services

5. What shall the Service Level Agreements (SLAs) with the suppliers be aligned with?

A) The SLAs with the other parties
B) The Service Management Plans
C) The SLAs with the customers
D) The Service Level Plans

Solutions: