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

2. Security controls shall be documented. What will the controls be related to?

A) staff
B) risks
C) locations
D) services

3. What is the objective of a Management System?

A) To ensure that new services and changes to services will be deliverable and manageable at the agreed cost and services quality
B) To ensure that Key Performance Indicators (KPIs) are defined for all IT services
C) To provide the policies and the framework that is needed for the effective management and implementation of all IT services
D) To define, agree, record and manage levels of services

4. The Plan-Do-Check-Act (PDCA) methodology can be applied to all ISO/IEC 20000 processes. What does the Act phase of this methodology cover?

A) establishing the objectives and processes necessary to deliver results in accordance with Customer requirements and the organization's policies
B) implementation of the processes
C) taking the necessary actions to continually improve process performance
D) monitoring and measuring processes and services and reporting the results

5. What is a shared concept of both ISO/IEC 27001 and ISO/IEC 20000?

A) Incident Management
B) Information Security Management
C) Capacity Management
D) Release Management

Solutions:

Question # 1 Answer: A

Question # 2 Answer: B

Question # 3 Answer: C

Question # 4 Answer: C

Question # 5 Answer: B