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EXIN ISO / IEC 20000 Foundation Sample Questions:

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

2. Customer satisfaction measurement is an important activity in the Business Relationship Management process. What is the objective of Customer satisfaction measurement?

A) to reduce Incidents during the service delivery process
B) to gather information about potential new services that might be interesting for the end users of the services
C) to enable the Service Provider to compare performance with the Customer satisfaction targets and previous surveys
D) to optimize the resolution processes so that service levels are exceeded

3. Which stakeholder will define service level requirements?

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

4. Which one of the following standards is concerned primarily with security?

A) ISO 9001
B) ISO/IEC 20000
C) ISO/IEC 15504
D) ISO/IEC 27001

5. Which processes should the Plan, Do, Check, Act methodology be applied to?

A) the Requirements for a Management System process
B) the Planning & Implementing Service Management process
C) those that support business critical services
D) all of the processes in scope of ISO/IEC 20000

Solutions: