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EXIN ISO / IEC 20000 Foundation Sample Questions:

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

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

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

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

3. 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 to confirm that all of the ITIL@ guidelines have been implemented
C) for organizations which need to demonstrate alignment to customer requirements
D) for organizations wishing to certify their services

4. What does the standard explicitly recommend to be implemented with Configuration Management?

A) Change and Security
B) Release
C) Change
D) Change and Release

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

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

Solutions: