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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What does the concept of "quality" comprise?

A) gaining ISO/IEC 20000 certification
B) satisfying customer requirements
C) maximizing utilization of personnel capacity
D) execution of Service Level Agreements (SLAs) only

2. What is the objective of IT Service Management?

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

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

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

4. What is a responsibility of the Service Provider with regard to Supplier Management as defined in ISO/IEC 20000-1:2005?

A) to ensure that subcontracted suppliers meet contractual requirements in all circumstances
B) to ensure that Service Level Agreements (SLAs) with suppliers are aligned with SLAs of the business
C) to ensure that a process exists for the procurement of suppliers
D) to ensure that supplier processes and procedures are defined where outsourced

5. What is the certification audit primarily based on?

A) reports by certified financial auditors
B) process descriptions
C) personnel records
D) specifications

Solutions: