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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. A group of activities within Release Management is roll-out, distribution and installation. What should be ensured as part of these activities?

A) Contingency and back-out plans are available.
B) Changes are scheduled based upon priority and risk.
C) The Release is tested to the satisfaction of the Customers.
D) Redundant products, services and licenses are decommissioned.

2. What is according to ISO/IEC 20000 a required part of the planning for new or changed services?

A) setting up a process to deal with contractual disputes
B) service acceptance criteria
C) establishing a good relationship with the Customer
D) the process for identifying, measuring, reporting and managing improvement activities

3. What is a benefit to an organization when the services are delivered according to ISO/IEC 20000?

A) The organization behaves in a socially responsible way.
B) The organization becomes more process focused and thereby more efficient.
C) The environmental needs of the employees in the organization are well looked after.
D) The organization hasless suppliers to deal with.

4. What is required for an implementation of IT Service Management to be successful?

A) The appointment of a specialist department responsible for the development of the process structures
B) The involvement and commitment of personnel at all levels in the organization from operational staff to top management
C) Buy-in specifically from the levels in the organization which will be operationally involved in IT Service Management activities
D) A top-down approach whereby the management of the organization strongly and visibly enforces the implementation

5. What is the certification audit primarily based on?

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

Solutions: