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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What should planning for new or changed services include?

A) recent Problems and Known Errors in the desktop environment
B) trends in Capacity growth of the current applications
C) major non-conformities to all Underpinning Contracts (UCs)
D) budgets and staff resources

2. When a new service is being planned, Service Level Management needs to ensure that existing performance levels of other IT services will not be unduly impacted. From which process will Service Level Management require input?

A) Availability Management
B) Capacity Management
C) Financial Management for IT Services
D) IT Service Continuity Management

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

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

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

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

5. Which type of event or activity can trigger a service Change, which would need to be catered for in the Service Management plan?

A) Service improvement activities
B) Urgent Change
C) Major Incident
D) System Lifecycle Management

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