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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. A group of activities within Release Management is roll-out, distribution and installation. What should be ensured as part of these activities?

A) The Release is tested to the satisfaction of the Customers.
B) Contingency and back-out plans are available.
C) Redundant products, services and licenses are decommissioned.
D) Changes are scheduled based upon priority and risk.

2. What is the objective of IT Service Management?

A) to provide guaranteed service levels against business requirements
B) to provide services to the maximum level to the business
C) to provide management of services to meet business requirements
D) to provide critical services to business customers

3. Why is it important that reviews are conducted at regular intervals during the Check phase of the Plan-Do-Check-Act (PDCA) methodology?

A) to be able to define the objectives and requirements that are to be achieved by Service Management
B) to be able to establish the Service Management policy, objectives and plans
C) to determine whether the Service Management requirements are effectively implemented and maintained
D) to be able to allocate roles and responsibilities

4. What services can be left out of the Service Catalogue?

A) incidental services that are seldom delivered
B) no services
C) services that are delivered to lessthen 10% of the Customers
D) network-related services

5. What should planning for new or changed services include?

A) major non-conformities to all Underpinning Contracts (UCs)
B) budgets and staff resources
C) trends in Capacity growth of the current applications
D) recent Problems and Known Errors in the desktop environment

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