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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Which of the following is a best practice for Capacity Management?

A) The resilience of the infrastructure components should be measured and included in the Capacity plan.
B) A Capacity plan documenting the actual performance and the expected requirements should be produced at least annually.
C) The Service Catalog should be maintained and kept up-to-date.
D) Decisions about service provision should be based on cost effectiveness comparisons.

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. Any organization may be impacted by legislative or regulatory change in the future. Where should this be covered?

A) in the Service Management plan
B) in the Business Relationship Management process
C) in the Service Level Agreement (SLA)
D) in a Change request

4. Availability and Service Continuity Plans need to be developed and reviewed periodically to ensure that requirements are met as agreed in all circumstances, from normal operations through to a major loss of service. What is the minimum level of frequency with which these Plans should be developed and reviewed?

A) In accordance with the business needs
B) At least annually
C) At least bi-annually
D) At every change to the business environment

5. Who conducts the "first party audit"?

A) The IT Service Management organization itself
B) An external independent organization
C) Customers of the IT Service Management organization
D) Other persons on behalf of the Customer

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