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EXIN ISO / IEC 20000 Foundation Sample Questions:

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

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

2. What triggers a re-test of the Availability and Service Continuity plans?

A) a major change to the business environment
B) six months having passed since the last test
C) significant periods of unplanned non-availability
D) a major disaster having occurred

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

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

4. Why is it important that reviews are conducted at regular intervals during the Check phase of the Plan-Do-Check-Act (PDCA) methodology?

A) to be able to define the objectives and requirements that are to be achieved by Service Management
B) to be able to establish the Service Management policy, objectives and plans
C) to be able to allocate roles and responsibilities
D) to determine whether the Service Management requirements are effectively implemented and maintained

5. New or changed services need to be accepted before being implemented into the live environment. What shall be done after a new or changed service has been implemented?

A) An approach needs to be defined for interfacing to projects that are creating or modifying services.
B) The manner in which the Change shall be reversed or remedied if unsuccessful needs to be defined.
C) Nothing additional: the new or changed service goes into Business As Usual and will be managed as a normal service.
D) A Post Implementation Review (PIR) is held comparing actual outcomes against those planned.

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