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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Which audit is conducted by, or on behalf of, the organization itself for internal purposes and can form the basis for an organization's self-declaration of conformity?

A) Second party audit
B) Third party audit
C) First party audit
D) Fourth party audit

2. What is required to be included in Release Management procedures according to ISO/IEC 20000?

A) the authorization and implementation of emergency Changes
B) the recording of all reported Incidents
C) the investigation and prevention of Security Incidents
D) the updating and changing of configuration information and Change records

3. The appointed member of management is only responsible for the co-ordination and management of all services. Can this person perform internal audits for the delivery processes?

A) No, because this person is responsible for all processes and therefore he would audit his own work.
B) Yes, because as manager he should have knowledge of performing internal audits.
C) No, because as manager he is not competent enough.
D) Yes, because this person is not responsible for the delivery processes.

4. In planning to implement Service Management, what does the plan need to say regarding tools according to ISO/IEC 20000-2:2005?

A) The plan details the effects of new technologies and techniques on capacity.
B) The plan does not state any tools requirements.
C) The plan lists how every individual process is supported by a tool.
D) The plan defines the tools as appropriate to support the processes.

5. Targets for resolution should be based on priority. When scheduling Incident or Problem resolution, which of the following should not be taken into account?

A) the effort/cost to provide the method of resolution
B) the available skills
C) the competing requirements for resources
D) the number of previously reported Incidents for the particular Configuration Item (CI)

Solutions: