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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What is part of the policy for Budgeting and Accounting for IT Services?

A) The charging mechanism
B) The costs of the Underpinning Contracts (UCs) over a fixed period
C) Rules governing the handling of variances against budgets
D) The percentage of 'hidden' end-user costs

2. Who has a responsibility in continual improvement?

A) Quality experts only
B) the customer
C) all employees
D) Management only

3. What is the definition of Availability?

A) any event which is not part of the standard operation of a service and which causes or may cause an interruption to, or a reduction in, the quality of that service
B) the ability of a component or service to perform its required function at a stated instant or over a stated period of time
C) a snapshot of the state of a service or individual Configuration Item (CI) at a point in time
D) a record containing details of which Configuration Items (CIs) are affected and how they are affected by an authorized Change

4. What is the primary purpose of analyzing Change records?

A) to provide input to the Service Reporting process
B) to check if related Incident records are adequately closed
C) to detect increasing levels of Changes and emerging trends
D) to be able to open a new Problem record, so proactive identification of Incidents is possible

5. What is a benefit to an organization when the services are delivered according to ISO/IEC 20000?

A) The organization becomes morecustomer focused.
B) The organization hasless suppliers to deal with.
C) The environmental needs of the employees in the organization are well looked after.
D) The organization behaves in a socially responsible way.

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