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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Which of the following defines a lifecycle that is split into four quadrants (optimizing, changing, supporting and operating)?

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

2. According to the ISO/IEC 20000 standard it is important that a process exists to deal with contractual disputes with suppliers. Which process is responsible for the definition of this process?

A) Supplier Management
B) Service Level Management
C) Contract Management
D) Business Relationship Management

3. Which of the following is Problem Management primarily concerned with?

A) Looking at the Release Strategy
B) Looking at Security Plans
C) Looking at the Change Plan
D) Looking at the cause of Incidents

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

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

5. New or changed services need to be accepted before being implemented into the live environment. What shall be done after a new or changed service has been implemented?

A) Nothing additional: the new or changed service goes into Business As Usual and will be managed as a normal service.
B) A Post Implementation Review (PIR) is held comparing actual outcomes against those planned.
C) The manner in which the Change shall be reversed or remedied if unsuccessful needs to be defined.
D) An approach needs to be defined for interfacing to projects that are creating or modifying services.

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