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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Which of the following calculates the number of defects per million opportunities?

A) ITIL
B) CobIT TM
C) MOF
D) Six Sigma

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

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

3. Which standard describes the fundamental aspects of Quality Management Systems?

A) ISO/IEC 20000
B) ISO 9000
C) ISO/IEC 15504
D) ISO/IEC 27001

4. Which of the following is an ISO/IEC 20000 requirement relating to the service management plan?

A) it must include the documented procedures specified by the standard
B) it must include the scope of the organization's service management plan
C) it must be available in at least one hard copy and approved
D) It must never include any know-how of the organization

5. Why are processes required?

A) to satisfy the needs of major outsource providers
B) to provide consistency in the output from activities
C) to be able to define quality objectives in a structured manner
D) to ensure that service issues never arise

Solutions: