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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. For which type of organizations is ISO/IEC 20000 appropriate for use?

A) for tool vendors to specify the Service Provider's processes
B) for organizations wishing to certify their services
C) for organizations to confirm that all of the ITIL@ guidelines have been implemented
D) for organizations which need to demonstrate alignment to customer requirements

2. When a new service is being planned, Service Level Management needs to ensure that existing performance levels of other IT services will not be unduly impacted. From which process will Service Level Management require input?

A) Availability Management
B) Financial Management for IT Services
C) Capacity Management
D) IT Service Continuity Management

3. An approach to developing and implementing a Quality Management System consists of several steps. Which of the following is not a necessary step?

A) establishing methods to measure the effectiveness and efficiency of each process
B) determining and providing the resources necessary to attain the quality objectives
C) agreeing to the quality policy and objectives with the Change Manager
D) determining the needs and expectations of Customers and other interested parties

4. What purpose can the ISO/IEC 20000 standard serve?

A) It defines specific Key Performance Indicators (KPIs) upon which service performance can be assessed.
B) It provides a yardstick for the design of a Total Quality Management System.
C) It helps to decide on the requirements that need to be verified within the scope of a supply agreement.
D) It defines the requirements to be satisfied in a certification audit.

5. What is required to be included in Release Management procedures according to ISO/IEC 20000?

A) the updating and changing of configuration information and Change records
B) the recording of all reported Incidents
C) the authorization and implementation of emergency Changes
D) the investigation and prevention of Security Incidents

Solutions: