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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Which processes should the Plan, Do, Check, Act methodology be applied to?

A) all of the processes in scope of ISO/IEC 20000
B) the Planning & Implementing Service Management process
C) those that support business critical services
D) the Requirements for a Management System process

2. What does an IT service definition include?

A) the use of IT to support the organizations internal business processes
B) the use of IT to improve employee satisfaction within the organization
C) the use of IT to support the business processes of suppliers and partners
D) the use of IT to support the customers business processes

3. Who should be recommended to support the Senior Responsible Owner in his/her responsibility for the delivery of the management system?

A) the Change Advisory Board (CAB)
B) the senior customer representative
C) a decision taking group
D) the service managers

4. What is the certification audit primarily based on?

A) process descriptions
B) personnel records
C) specifications
D) reports by certified financial auditors

5. Where are agreements regarding Service Delivery and its relationship to Security Management recorded?

A) in a Service Level Agreement (SLA)
B) in a Capacity Plan
C) in a Definitive Software Library (DSL)
D) in a Configuration Management Database (CMDB)

Solutions: