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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What is the definition of Availability?

A) a snapshot of the state of a service or individual Configuration Item (CI) at a point in time
B) the ability of a component or service to perform its required function at a stated instant or over a stated period of time
C) a record containing details of which Configuration Items (CIs) are affected and how they are affected by an authorized Change
D) any event which is not part of the standard operation of a service and which causes or may cause an interruption to, or a reduction in, the quality of that service

2. Which stakeholder will define service level requirements?

A) Supplier
B) End user
C) Service Provider
D) Customer

3. How should the requirements for Service Continuity and Availability be identified?

A) This should be done on the basis of Customer satisfaction investigations, so that the real user need can be clearly identified.
B) This should be calculated based upon historical data for major Incidents and their consequences for the organization.
C) This should be identified based upon the business priorities, Service Level Agreements (SLAs) and assessed risks.
D) This should be made up from Service requirements and Service Level Agreements (SLAs) if available.

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

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

5. Top management has to provide evidence of its commitment to developing, implementing and improving its Service Management capability within the context of the organization's business and Customers' requirements. What is the best way that management can make this visible?

A) by taking disciplinary action against underperforming employees
B) through leadership and actions
C) by taking part in the planning of new IT services
D) by outsourcing Change Management

Solutions: