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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. 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 allows the suppliers to have full visibility of the organization's internal processes.
C) It provides a guideline for the Quality Management measures that must be taken to implement quality policy in an organization.
D) It forces the organization to adopt a hierarchical management approach.

2. What is required for an implementation of IT Service Management to be successful?

A) The appointment of a specialist department responsible for the development of the process structures
B) Buy-in specifically from the levels in the organization which will be operationally involved in IT Service Management activities
C) A top-down approach whereby the management of the organization strongly and visibly enforces the implementation
D) The involvement and commitment of personnel at all levels in the organization from operational staff to top management

3. What is the primary purpose of analyzing Change records?

A) to provide input to the Service Reporting process
B) to be able to open a new Problem record, so proactive identification of Incidents is possible
C) to check if related Incident records are adequately closed
D) to detect increasing levels of Changes and emerging trends

4. What services can be left out of the Service Catalogue?

A) no services
B) incidental services that are seldom delivered
C) services that are delivered to lessthen 10% of the Customers
D) network-related services

5. Which of the following is a best practice concerning Information Security Risk assessment?

A) Information Security Risk assessments should be performed as a result of the review of every Incident.
B) Information Security Risk assessments should be performed once a year.
C) Information Security Risk assessments should be carried out by an external auditor to maintain objectivity.
D) Information Security Risk assessments should be performed at agreed intervals and be maintained during Changes.

Solutions: