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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Which of the following is a best practice for Capacity Management?

A) The resilience of the infrastructure components should be measured and included in the Capacity plan.
B) A Capacity plan documenting the actual performance and the expected requirements should be produced at least annually.
C) The Service Catalog should be maintained and kept up-to-date.
D) Decisions about service provision should be based on cost effectiveness comparisons.

2. 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

3. What is a responsibility of the Service Provider with regard to Supplier Management as defined in ISO/IEC 20000-1:2005?

A) to ensure that a process exists for the procurement of suppliers
B) to ensure that subcontracted suppliers meet contractual requirements in all circumstances
C) to ensure that supplier processes and procedures are defined where outsourced
D) to ensure that Service Level Agreements (SLAs) with suppliers are aligned with SLAs of the business

4. 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) Service Management Plan
B) Capacity Plan
C) Business Resource Plan
D) Availability Plan

5. Which of the following actions should be taken to ensure continual improvement of a Quality Management System?

A) Review the Quality Management System at least annually
B) Analyze customer satisfaction and identify resulting actions
C) Analyze and evaluate the existing situation to identify areas for improvement
D) Start an internal service organization evaluation

Solutions: