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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What purpose can the ISO/IEC 20000 standard serve?

A) It helps to decide on the requirements that need to be verified within the scope of a supply agreement.
B) It defines specific Key Performance Indicators (KPIs) upon which service performance can be assessed.
C) It provides a yardstick for the design of a Total Quality Management System.
D) It defines the requirements to be satisfied in a certification audit.

2. Which of the following statements is true?

A) Release Management, Change Management and Configuration Management are Control processes.
B) There shall be an integrated approach to Change and Configuration Management planning.
C) Release Management shall be implemented only after the processes Change Management and Configuration Management have become mature.
D) Change Management is the most important of the Control processes.

3. What purpose does implementation of a Quality Management System as per ISO/IEC 20000 serve?

A) It allows the suppliers to have full visibility of the organization's internal processes.
B) It defines specific Key Performance Indicators (KPIs) upon which service performance can be assessed.
C) It forces the organization to adopt a hierarchical management approach.
D) It provides a guideline for the Quality Management measures that must be taken to implement quality policy in an organization.

4. When should the final closure of an Incident record be completed?

A) when the Incident has been dispatched outside the Service Desk department
B) when the Incident is solved and normal operation is restored
C) when the initiating user has been given the opportunity to confirm that the service is restored
D) when all relevant information for classification and routing has been entered

5. Which of the following standards was the forerunner to ISO/IEC 20000?

A) BS 1968
B) BS 7799
C) BS 8800
D) BS 15000

Solutions: