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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Which of the following standards was the forerunner to ISO/IEC 20000?

A) BS 15000
B) BS 8800
C) BS 1968
D) BS 7799

2. Which of the following is an ISO/IEC 20000 requirement relating to the service management plan?

A) It must never include any know-how of the organization
B) it must be available in at least one hard copy and approved
C) it must include the scope of the organization's service management plan
D) it must include the documented procedures specified by the standard

3. Which of the following is within the scope of the requirements of ISO/IEC 20000?

A) Charging for IT Services
B) Information Security Management
C) Operations
D) Service Desk

4. What is the recommendation with regard to the implementation of an emergency Change?

A) There is a separate process for emergency Changes.
B) Only the senior manager should authorize emergency Changes.
C) The Change process should be completely bypassed.
D) Where possible the Change process should be followed.

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

Solutions: