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EXIN ISO / IEC 20000 Foundation Sample Questions:

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

2. If the service provider believes the service levels will not be met for an incident, when shall a customer be informed of this?

A) Before the breach
B) During service reporting
C) Never
D) After the breach

3. Which of the following calculates the number of defects per million opportunities?

A) Six Sigma
B) ITIL
C) CobIT TM
D) MOF

4. What should Quality Management Systems encourage organizations to do?

A) To define as many metrics as possible for each process to ensure strong control
B) To define processesthat contribute to customer acceptance of services
C) To achieve the maximum level of service possible
D) To achieve the lowest cost of service provision

5. It is essential that an owner at senior level has overall responsibility for Service Management. Which of the statements below is a best practice?

A) A senior responsible owner should haveresponsiblity for Customer Relationship Management.
B) A senior responsible owner should handle all customer complaints to be able to improve customer satisfaction.
C) A senior responsible owner should be assigned as chairman of the Change Advisory Board (CAB).
D) A senior responsible owner should ensure resourcing for service improvement activities.

Solutions: