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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Targets for resolution should be based on priority. When scheduling Incident or Problem resolution, which of the following should not be taken into account?

A) the number of previously reported Incidents for the particular Configuration Item (CI)
B) the effort/cost to provide the method of resolution
C) the available skills
D) the competing requirements for resources

2. What should not be part of a Service Level Agreement (SLA)?

A) Authorization details
B) Impact and priority guidelines
C) Escalation and notification process
D) Lessons learned and improvement actions

3. The appointed member of management is only responsible for the co-ordination and management of all services. Can this person perform internal audits for the delivery processes?

A) No, because this person is responsible for all processes and therefore he would audit his own work.
B) Yes, because this person is not responsible for the delivery processes.
C) Yes, because as manager he should have knowledge of performing internal audits.
D) No, because as manager he is not competent enough.

4. During an audit, evidence is required for Service Management policies, plans and procedures. Who should ensure that this evidence is available?

A) the Auditor
B) theSenior responsible owner
C) the Service Level Manager
D) the Business Relationship process owner

5. Which statement below is not a purpose of Supplier Management procedures?

A) That information on the performance of all suppliers can be observed and acted upon
B) That business transactions between all parties are recorded
C) That it is made clear that the supplier cannot subcontract part of the delivered services to the Service Provider
D) That the suppliers understand their obligation to the Service Provider

Solutions: