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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What are the key contents of an IT Service Management system?

A) A software system to monitor the key performance indicators (KPIs)
B) A software system for the ticket system
C) A documented organizational and operational structure
D) Systematic processes for ticket recording and follow-up only

2. 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

3. 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

4. Which of the following is used as a set of guidance materials for IT governance?

A) MOF
B) ISO 9000
C) CobITTM
D) ISO/IEC 20000

5. What purpose does implementation of a Quality Management System as per ISO/IEC 20000 serve?

A) It allows the suppliers to have full visibility of the organization's internal processes.
B) It defines specific Key Performance Indicators (KPIs) upon which service performance can be assessed.
C) It forces the organization to adopt a hierarchical management approach.
D) It provides a guideline for the Quality Management measures that must be taken to implement quality policy in an organization.

Solutions: