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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. While planning for service improvements, what is an important best practice to consider?

A) The progress should be monitored closely by an independent project manager to maintain objectivity.
B) The progress of service improvement should be discussed at least weekly in the steering committee.
C) The service improvement targets should not change until the target is reached, or else no consistency is maintained.
D) Service improvement targets should be measurable, linked to business objectives and documented in a plan.

2. What is according to ISO/IEC 20000 a required part of the planning for new or changed services?

A) establishing a good relationship with the Customer
B) setting up a process to deal with contractual disputes
C) the process for identifying, measuring, reporting and managing improvement activities
D) service acceptance criteria

3. What does a quality policy aim to define?

A) the requirements of ISO/IEC 20000
B) the legal obligations that the organization must fulfill
C) the formally expressed quality intentions and direction of an organization
D) the requirements of the customer as stated in the Service Level Agreement (SLA)

4. What details should be recorded as a baseline prior to implementing a plan for service improvement?

A) number of staff involved
B) service quality and levels
C) time taken to operate the process
D) backlog of changes for the service

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

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

Solutions: