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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. When scoping for ISO/IEC 20000, what is it that will be audited for certification?

A) the Management System in scope
B) the sections of the standard in scope
C) the ITIL processes in scope
D) the services in scope

2. Which statement below is not a purpose of Supplier Management procedures?

A) That information on the performance of all suppliers can be observed and acted upon
B) That business transactions between all parties are recorded
C) That it is made clear that the supplier cannot subcontract part of the delivered services to the Service Provider
D) That the suppliers understand their obligation to the Service Provider

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

4. The Plan-Do-Check-Act (PDCA) methodology can be applied to all ISO/IEC 20000 processes. What does the Act phase of this methodology cover?

A) taking the necessary actions to continually improve process performance
B) monitoring and measuring processes and services and reporting the results
C) establishing the objectives and processes necessary to deliver results in accordance with Customer requirements and the organization's policies
D) implementation of the processes

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

Solutions: