CONFIDENTIAL
EXAM Paper TYPE 1
FOR
EXEMPLAR Service Management Systems
Lead Auditor Training Courses
Information
The examination paper is in four sections. You must attempt all four sections.
The time allowed is two hours. There is no additional time allowance for reading the question paper. There is a maximum of 80 marks available; the pass mark is 70% (56 marks) and you must achieve at least 50% in each of the four sections.
Your answers must be written on the sheets that are supplied. Additional loose sheets will not be accepted.
The phrase “ISO 20000” and “standard” always refer to ISO/IEC 20000-1 Part 1 Specification.
The phrase “SMS” always refers to information technology service management systems.
The word “clause” refers to a paragraph or section of ISO 20000 that is identified by a number such as 6.1.2 or a number and letter such as 6.1.2a.
This examination is closed book.
Section 1 is worth 10 marks
Comprises questions which require you to place a circle around the letter (a, b, c, d or e) to indicate which you judge to be the best answer. You must only give one answer for each question. If it is not clear which option you have selected, you will be awarded zero marks.
Section 2 is worth 20 marks
This section comprises 4 questions that require a brief written answer in the space provided.
Section 3 is worth 20 marks
This section comprises 2 questions that require a more detailed written answer that will normally fill the space provided.
Section 4 is worth 30 marks
This section comprises 3 audit situations for which non-conformity reports (NCR’s) may be required to be completed. If you consider there is insufficient objective evidence to write an NCR, you are required to consider these situations from an auditor perspective and decide what further action you would take. The details are to be recorded on the space below the NCR report format.
Permitted reference materials:
A copy of ISO/IEC 20000-1:2018 Part 1 Standard and ISO/IEC 20000-2:2019 Part 2 Guidance on the application of service management systems.
Course notes provided by the training provider.
Personal notes made by the student during the course.
Dictionary.
