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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What is a Configuration Baseline?

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

2. Which of the following is used for the assessment of maturity of organizations?

A) ITIL
B) CobIT TM
C) CMMI
D) MOF

3. The Relationship processes describe the relationships with the business and with the suppliers. What should the Relationship processes ensure?

A) that the business and suppliers are directly informed of Major Incidents
B) that the service levels for all services are consistent in the supply chain
C) that there is a frequent contact between the suppliers and the business to resolve dissatisfaction issues
D) that all parties understand the business needs, responsibilities and obligations

4. Which of the aspects listed below is included in ISO/IEC 20000?

A) Employee motivation
B) Standard products
C) Customer communication
D) Social responsibility

5. Which of the following is an ISO/IEC 20000 requirement relating to the service management plan?

A) it must be available in at least one hard copy and approved
B) It must never include any know-how of the organization
C) it must include the scope of the organization's service management plan
D) it must include the documented procedures specified by the standard

Solutions: