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EXIN ISO / IEC 20000 Foundation Sample Questions:

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

2. What is the correct way to make a change to a contract as a result of a major review of an authorized contract?

A) through the Supplier Management process
B) through the Change Management process
C) through the Business Relationship Management process
D) through the Customer representative

3. Top management needs to ensure that its employees are aware of the relevance and importance of their activities. What else do all employees need to be aware of?

A) how they contribute to the total salary reduction
B) how they contribute to the achievement of the Service Management objectives
C) how they can provide policies and a framework for a Management System
D) how they contribute to the Total Cost of Ownership (TCO)

4. What is a benefit to an organization when the services are delivered according to ISO/IEC 20000?

A) The environmental needs of the employees in the organization are well looked after.
B) The organization hasless suppliers to deal with.
C) The organization becomes more process focused and thereby more efficient.
D) The organization behaves in a socially responsible way.

5. Which of the following is a best practice for Capacity Management?

A) The resilience of the infrastructure components should be measured and included in the Capacity plan.
B) A Capacity plan documenting the actual performance and the expected requirements should be produced at least annually.
C) The Service Catalog should be maintained and kept up-to-date.
D) Decisions about service provision should be based on cost effectiveness comparisons.

Solutions: