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EXIN ISO / IEC 20000 Foundation Sample Questions:

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

2. 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 and evaluate the existing situation to identify areas for improvement
C) Start an internal service organization evaluation
D) Analyze customer satisfaction and identify resulting actions

3. 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 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) The progress should be monitored closely by an independent project manager to maintain objectivity.

4. Which audit is conducted by, or on behalf of, the organization itself for internal purposes and can form the basis for an organization's self-declaration of conformity?

A) Fourth party audit
B) Second party audit
C) First party audit
D) Third party audit

5. 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 forces the organization to adopt a hierarchical management approach.
C) It allows the suppliers to have full visibility of the organization's internal processes.
D) It provides a guideline for the Quality Management measures that must be taken to implement quality policy in an organization.

Solutions: