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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What triggers a re-test of the Availability and Service Continuity plans?

A) a major change to the business environment
B) six months having passed since the last test
C) significant periods of unplanned non-availability
D) a major disaster having occurred

2. What is accreditation in the context of ISO/IEC 20000?

A) The official recognition by a third party of organizations involved in testing, inspection and certification
B) The notification of approved testing and certification bodies with the relevant authority for publication
C) The determination of measurement results using defined procedures on the basis of documented requirements
D) The evaluation of test results to verify compliance with requirements plus confirmation by the certification body

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

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

4. What can be improved by achieving quality objectives?

A) effectiveness of the service
B) personal satisfaction of the Configuration Manager
C) relationship with unauthorized parties
D) relationship with interested suppliers

5. Why is a scope statement for ISO/IEC 20000 important?

A) It details all of the companies that have been certified
B) It defines what the management system has been certified against
C) It identifies which processes have been excluded from the scope
D) It details all of the services that have been certified

Solutions: