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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Top management has to provide evidence of its commitment to developing, implementing and improving its Service Management capability within the context of the organization's business and Customers' requirements. What is the best way that management can make this visible?

A) by taking part in the planning of new IT services
B) through leadership and actions
C) by outsourcing Change Management
D) by taking disciplinary action against underperforming employees

2. What is the objective of planning and implementing new or changed services?

A) To ensure that standard methods and procedures are used so that Changes can be handled quickly and with the lowest possible negative impact on service quality
B) To ensure that new services and changes to services will be deliverable and manageable at the agreed cost and service quality
C) To ensure that all Changes are assessed, approved, implemented and reviewed in a controlled manner
D) To ensure that approved Changes are implemented in the IT infrastructure with acceptable risks for the current and new IT services

3. Which of the following is used as a set of guidance materials for IT governance?

A) CobITTM
B) ISO 9000
C) ISO/IEC 20000
D) MOF

4. If the service provider believes the service levels will not be met for an incident, when shall a customer be informed of this?

A) After the breach
B) Never
C) During service reporting
D) Before the breach

5. What purpose does implementation of a Quality Management System as per ISO/IEC 20000 serve?

A) It defines specific Key Performance Indicators (KPIs) upon which service performance can be assessed.
B) It allows the suppliers to have full visibility of the organization's internal processes.
C) It forces the organization to adopt a hierarchical management approach.
D) It provides a guideline for the Quality Management measures that must be taken to implement quality policy in an organization.

Solutions: