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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Why are processes required?

A) to ensure that service issues never arise
B) to satisfy the needs of major outsource providers
C) to provide consistency in the output from activities
D) to be able to define quality objectives in a structured manner

2. The ISO/IEC 20000 standard requires that a minimum set of service reports is produced. How are these service reports used?

A) As input to financial management in order to determine charges for the service
B) To present a professional image of the company
C) As the basis for making management decisions and taking corrective actions
D) To compare the performance of the Service Desk with service targets

3. What should planning for new or changed services include?

A) budgets and staff resources
B) recent Problems and Known Errors in the desktop environment
C) trends in Capacity growth of the current applications
D) major non-conformities to all Underpinning Contracts (UCs)

4. How should the Deming cycle be used?

A) as a model for customer orientation
B) as a model to calculate the costs of service improvement
C) as a model to be used during the design phase of the service
D) as a model for continual improvement

5. Which of the following standards was the forerunner to ISO/IEC 20000?

A) BS 8800
B) BS 15000
C) BS 1968
D) BS 7799

Solutions: