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

2. 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 it is made clear that the supplier cannot subcontract part of the delivered services to the Service Provider
C) That the suppliers understand their obligation to the Service Provider
D) That business transactions between all parties are recorded

3. Who should be recommended to support the Senior Responsible Owner in his/her responsibility for the delivery of the management system?

A) the Change Advisory Board (CAB)
B) the senior customer representative
C) a decision taking group
D) the service managers

4. What purpose does implementation of a Quality Management System as per ISO/IEC 20000 serve?

A) It defines specific Key Performance Indicators (KPIs) upon which service performance can be assessed.
B) It allows the suppliers to have full visibility of the organization's internal processes.
C) It provides a guideline for the Quality Management measures that must be taken to implement quality policy in an organization.
D) It forces the organization to adopt a hierarchical management approach.

5. 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.

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