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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What is a responsibility of the Service Provider with regard to Supplier Management as defined in ISO/IEC 20000-1:2005?

A) to ensure that supplier processes and procedures are defined where outsourced
B) to ensure that a process exists for the procurement of suppliers
C) to ensure that Service Level Agreements (SLAs) with suppliers are aligned with SLAs of the business
D) to ensure that subcontracted suppliers meet contractual requirements in all circumstances

2. Top management has to provide evidence of its commitment to developing, implementing and improving its Service Management capability within the context of the organization's business and Customers' requirements. What is the best way that management can make this visible?

A) through leadership and actions
B) by outsourcing Change Management
C) by taking disciplinary action against underperforming employees
D) by taking part in the planning of new IT services

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

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

4. Top management needs to ensure that its employees are aware of the relevance and importance of their activities. What else do all employees need to be aware of?

A) how they contribute to the achievement of the Service Management objectives
B) how they can provide policies and a framework for a Management System
C) how they contribute to the Total Cost of Ownership (TCO)
D) how they contribute to the total salary reduction

5. 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) Third party audit
B) First party audit
C) Second party audit
D) Fourth party audit

Solutions: