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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What is the certification audit primarily based on?

A) specifications
B) personnel records
C) reports by certified financial auditors
D) process descriptions

2. What is required to be included in proposals for new or changed services according to ISO/IEC 20000?

A) the policies, plans and procedures of each process or set of processes
B) an updated Operational Level Agreement
C) the Service Management plan
D) cost, organizational, technical and commercial impact

3. The success and failure of Releases shall be measured. What is included in these measurements?

A) the Incidents related to a Release in the period following a Release
B) the Release dates
C) the frequency and types of Releases
D) the Request for Change (RFC)

4. Targets for resolution should be based on priority. When scheduling Incident or Problem resolution, which of the following should not be taken into account?

A) the competing requirements for resources
B) the number of previously reported Incidents for the particular Configuration Item (CI)
C) the effort/cost to provide the method of resolution
D) the available skills

5. What shall the Service Level Agreements (SLAs) with the suppliers be aligned with?

A) The SLAs with the customers
B) The Service Management Plans
C) The Service Level Plans
D) The SLAs with the other parties

Solutions: