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Updated: Jul 13, 2026
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EXIN ISO / IEC 20000 Foundation Sample Questions:
1. Why is a scope statement for ISO/IEC 20000 important?
A) It defines what the management system has been certified against
B) It details all of the services that have been certified
C) It identifies which processes have been excluded from the scope
D) It details all of the companies that have been certified
2. What does a quality policy aim to define?
A) the formally expressed quality intentions and direction of an organization
B) the requirements of the customer as stated in the Service Level Agreement (SLA)
C) the requirements of ISO/IEC 20000
D) the legal obligations that the organization must fulfill
3. What is the recommendation with regard to the implementation of an emergency Change?
A) The Change process should be completely bypassed.
B) Where possible the Change process should be followed.
C) Only the senior manager should authorize emergency Changes.
D) There is a separate process for emergency Changes.
4. Which of the following is a benefit of ISO/IEC 20000 certification?
A) It shows that a company takes quality seriously and that each service is independently audited before it is being delivered.
B) It shows that the highest possible quality level has been achieved.
C) It guarantees that all certified IT Service Management processes are at least audited by a registered certification body once a year.
D) It shows that a company manages IT Services according to an independently audited quality standard.
5. Problem Management is responsible for carrying out trend analysis of Incident volumes and types. What is the reason for this?
A) to be able to provide reports to management
B) to provide input to the Capacity Database
C) to be able to charge to the correct users of the service
D) to prevent repetitive occurrence of Incidents
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: A | Question # 3 Answer: B | Question # 4 Answer: D | Question # 5 Answer: D |
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