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EXIN ISO / IEC 20000 Foundation Sample Questions:

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

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

2. New or changed services need to be accepted before being implemented into the live environment. What shall be done after a new or changed service has been implemented?

A) Nothing additional: the new or changed service goes into Business As Usual and will be managed as a normal service.
B) A Post Implementation Review (PIR) is held comparing actual outcomes against those planned.
C) The manner in which the Change shall be reversed or remedied if unsuccessful needs to be defined.
D) An approach needs to be defined for interfacing to projects that are creating or modifying services.

3. What is a Configuration Baseline?

A) A configuration audit report
B) A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time
C) A benchmark of the service provider's capability
D) The change requests allocated to a release

4. According to the ISO/IEC 20000 standard it is important that a process exists to deal with contractual disputes with suppliers. Which process is responsible for the definition of this process?

A) Service Level Management
B) Supplier Management
C) Contract Management
D) Business Relationship Management

5. Which of the following calculates the number of defects per million opportunities?

A) CobIT TM
B) ITIL
C) MOF
D) Six Sigma

Solutions: