EXIN ISO20KF

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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. 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) establishing the objectives and processes necessary to deliver results in accordance with Customer requirements and the organization's policies
C) monitoring and measuring processes and services and reporting the results
D) implementation of the processes

2. Availability and Service Continuity Plans need to be developed and reviewed periodically to ensure that requirements are met as agreed in all circumstances, from normal operations through to a major loss of service. What is the minimum level of frequency with which these Plans should be developed and reviewed?

A) In accordance with the business needs
B) At every change to the business environment
C) At least annually
D) At least bi-annually

3. The Relationship processes describe the relationships with the business and with the suppliers. What should the Relationship processes ensure?

A) that the business and suppliers are directly informed of Major Incidents
B) that all parties understand the business needs, responsibilities and obligations
C) that there is a frequent contact between the suppliers and the business to resolve dissatisfaction issues
D) that the service levels for all services are consistent in the supply chain

4. What is the objective of Service Level Management?

A) To define, agree, record and manage levels of service
B) To ensure that agreed service Availabilitycommittments to customers can be met in all circumstances
C) To establish and maintain good relationships with Customers
D) To ensure a sufficient amount of Capacity has been designated in order to achieve agreed service levels

5. What is the primary purpose of analyzing Change records?

A) to be able to open a new Problem record, so proactive identification of Incidents is possible
B) to detect increasing levels of Changes and emerging trends
C) to check if related Incident records are adequately closed
D) to provide input to the Service Reporting process

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