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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Why is it important for Service Providers to provide documents and records?

A) to ensure effective planning, operation and control of Service Management
B) to ensure employeesare aware of the relevance and importance of their work activities
C) It is part of the requirements (evidence) to become ISO/IEC 20000 compliant.
D) to be able to uniquely identify and record all Configuration Items (CIs) in the Configuration Management Database (CMDB)

2. Which one of the following standards is concerned primarily with security?

A) ISO/IEC 27001
B) ISO/IEC 20000
C) ISO 9001
D) ISO/IEC 15504

3. Which of the following defines a lifecycle that is split into four quadrants (optimizing, changing, supporting and operating)?

A) Six Sigma
B) CobIT TM
C) MOF
D) ITIL

4. Which service changes should be documented in change records?

A) User training
B) Formal closure of services
C) Staff recruitment
D) All service changes

5. Which of the following is a best practice for Capacity Management?

A) Decisions about service provision should be based on cost effectiveness comparisons.
B) The resilience of the infrastructure components should be measured and included in the Capacity plan.
C) The Service Catalog should be maintained and kept up-to-date.
D) A Capacity plan documenting the actual performance and the expected requirements should be produced at least annually.

Solutions: