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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What is a shared concept of both ISO/IEC 27001 and ISO/IEC 20000?

A) Information Security Management
B) Capacity Management
C) Incident Management
D) Release Management

2. According to ISO/IEC 20000, what is the minimum frequency for the Service Provider and the Customer to attend a service review meeting for discussing changes to the service scope?

A) only when there is a businessneed to change the service
B) monthly
C) annually
D) quarterly

3. What is the objective of the Continual Improvement (Act) stage of Planning and Implementing Service Management, as described in the ISO/IEC 20000 standard?

A) To improve the efficiency and effectiveness of service support
B) To improve the efficiency and effectiveness of service delivery and management
C) To improve the efficiency and effectiveness of the business
D) To improve the efficiency and effectiveness of the ITIL processes

4. Which of the following tasks is assigned to each process manager?

A) Ensuring the process is running effectively and efficiently
B) Setting up Service Level Agreements with the users
C) Channeling data to Problem Management
D) Following up on Incidents

5. Which audit is conducted by, or on behalf of, the organization itself for internal purposes and can form the basis for an organization's self-declaration of conformity?

A) Fourth party audit
B) Third party audit
C) Second party audit
D) First party audit

Solutions: