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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What is required to be included in Release Management procedures according to ISO/IEC 20000?

A) the recording of all reported Incidents
B) the updating and changing of configuration information and Change records
C) the investigation and prevention of Security Incidents
D) the authorization and implementation of emergency Changes

2. 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 environmental needs of the employees in the organization are well looked after.
D) The organization behaves in a socially responsible way.

3. The quality of a product may be assessed by elements such as its appearance, usefulness and robustness. Which element can be used to assess the quality of a service?

A) The number of people purchasing that service
B) How much the service costs compared to other providers of the service
C) How well the service meets customer and user expectations
D) How much the service costs divided by an average of evaluation scores

4. What is mandatory to define in the Incident Management procedures?

A) The recording of Problems
B) The implementation of emergency Changes
C) The recording of deficiencies in the Configuration Management Database (CMDB)
D) The escalation of Incidents

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

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

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