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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Availability and Service Continuity Plans need to be developed and reviewed periodically to ensure that requirements are met as agreed in all circumstances, from normal operations through to a major loss of service. What is the minimum level of frequency with which these Plans should be developed and reviewed?

A) In accordance with the business needs
B) At least annually
C) At least bi-annually
D) At every change to the business environment

2. Which of the following must be included within the Service Management plan?

A) Return to normal working
B) Configuration Item (CI) type
C) Information security controls
D) Tools as appropriate to support the processes

3. Which of the following is Problem Management primarily concerned with?

A) Looking at Security Plans
B) Looking at the Change Plan
C) Looking at the Release Strategy
D) Looking at the cause of Incidents

4. Where would an IT service for the customer normally be defined?

A) in the Service Catalog or the Service Level Agreement (SLA)
B) in the Service Report
C) in the IT Framework
D) in the Operational Level Agreement (OLA)

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

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

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