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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. An objective of Capacity Management is to ensure that the service provider has, at all times, sufficient Capacity to meet the current and future agreed demands of the Customer's business needs. What document is produced to support this objective?

A) Availability Plan
B) Service Management Plan
C) Capacity Plan
D) Business Resource Plan

2. What is a shared concept of both ISO/IEC 27001 and ISO/IEC 20000?

A) Information Security Management
B) Release Management
C) Capacity Management
D) Incident Management

3. What are the key contents of an IT Service Management System?

A) definition of corporate measures to achieve the required level of quality
B) a software system for the ticket system
C) a software system to monitor the key performance indicators (KPIs)
D) systematic processes for ticket recording and follow-up only

4. What is the objective of Service Level Management?

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

5. What should not be part of a Service Level Agreement (SLA)?

A) Impact and priority guidelines
B) Lessons learned and improvement actions
C) Escalation and notification process
D) Authorization details

Solutions: