EXIN ISO20KF : ISO / IEC 20000 Foundation

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EXIN ISO / IEC 20000 Foundation Sample Questions:

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

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

2. What is required to be included in Release Management procedures according to ISO/IEC 20000?

A) the updating and changing of configuration information and Change records
B) the recording of all reported Incidents
C) the authorization and implementation of emergency Changes
D) the investigation and prevention of Security Incidents

3. Which statement below is not a purpose of Supplier Management procedures?

A) That information on the performance of all suppliers can be observed and acted upon
B) That business transactions between all parties are recorded
C) That the suppliers understand their obligation to the Service Provider
D) That it is made clear that the supplier cannot subcontract part of the delivered services to the Service Provider

4. Which of the following is within the scope of the requirements of ISO/IEC 20000?

A) Information Security Management
B) Charging for IT Services
C) Service Desk
D) Operations

5. What is a Configuration Baseline?

A) The change requests allocated to a release
B) A configuration audit report
C) A benchmark of the service provider's capability
D) A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time

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