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EXIN ISO / IEC 20000 Foundation Sample Questions:

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

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

2. Which service changes should be documented in change records?

A) Staff recruitment
B) User training
C) All service changes
D) Formal closure of services

3. What level of Capacity is targeted by Capacity Management?

A) sufficient Capacity to meet all current and future demands
B) sufficient Capacity to meet current demands only
C) sufficient Capacity to meet all development and operational requirements
D) sufficient Capacity to meet agreed current and future demands

4. 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) Fourth party audit
B) Second party audit
C) First party audit
D) Third party audit

5. Why is it important for Service Providers to provide documents and records?

A) to ensure effective planning, operation and control of Service Management
B) to be able to uniquely identify and record all Configuration Items (CIs) in the Configuration Management Database (CMDB)
C) It is part of the requirements (evidence) to become ISO/IEC 20000 compliant.
D) to ensure employeesare aware of the relevance and importance of their work activities

Solutions: