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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What does the standard explicitly recommend to be implemented with Configuration Management?

A) Change
B) Change and Security
C) Change and Release
D) Release

2. What does the concept of "quality" comprise?

A) execution of Service Level Agreements (SLAs) only
B) gaining ISO/IEC 20000 certification
C) maximizing utilization of personnel capacity
D) satisfying customer requirements

3. What purpose does implementation of a Quality Management System as per ISO/IEC 20000 serve?

A) It defines specific Key Performance Indicators (KPIs) upon which service performance can be assessed.
B) It forces the organization to adopt a hierarchical management approach.
C) It allows the suppliers to have full visibility of the organization's internal processes.
D) It provides a guideline for the Quality Management measures that must be taken to implement quality policy in an organization.

4. What is the objective of planning and implementing new or changed services?

A) To ensure that all Changes are assessed, approved, implemented and reviewed in a controlled manner
B) To ensure that standard methods and procedures are used so that Changes can be handled quickly and with the lowest possible negative impact on service quality
C) To ensure that new services and changes to services will be deliverable and manageable at the agreed cost and service quality
D) To ensure that approved Changes are implemented in the IT infrastructure with acceptable risks for the current and new IT services

5. What is the added value of a service being delivered?

A) You do not have the ownership of specific costs and risks in producing the service.
B) You do not have to invest in a process to control it.
C) The outcomes have a lower total cost of ownership than when the value is produced within the customer organization.
D) You can specifically define the service by means of a Service Level Agreement (SLA).

Solutions: