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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What is the recommendation with regard to the implementation of an emergency Change?

A) Only the senior manager should authorize emergency Changes.
B) Where possible the Change process should be followed.
C) The Change process should be completely bypassed.
D) There is a separate process for emergency Changes.

2. Who should be recommended to support the Senior Responsible Owner in his/her responsibility for the delivery of the management system?

A) the Change Advisory Board (CAB)
B) a decision taking group
C) the senior customer representative
D) the service managers

3. What is the objective of the Service Continuity and Availability Management processes?

A) to ensure agreed effective communication towards Customers
B) to ensure that agreed Service Continuity and Availability commitments to providers can be met in all circumstances
C) to ensure that agreed Service Continuity and Availability commitments to Customers can be met in all circumstances
D) to ensure that agreed levels of service commitments to Customers can be met in all circumstances

4. 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.

5. An objective of Capacity Management is to ensure that the service provider has, at all times, sufficient Capacity to meet the current and future agreed demands of the Customer's business needs. What document is produced to support this objective?

A) Service Management Plan
B) Capacity Plan
C) Business Resource Plan
D) Availability Plan

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