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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Why is it important for Service Providers to provide documents and records?

A) to ensure employeesare aware of the relevance and importance of their work activities
B) It is part of the requirements (evidence) to become ISO/IEC 20000 compliant.
C) to ensure effective planning, operation and control of Service Management
D) to be able to uniquely identify and record all Configuration Items (CIs) in the Configuration Management Database (CMDB)

2. Why is a scope statement for ISO/IEC 20000 important?

A) It defines what the management system has been certified against
B) It details all of the services that have been certified
C) It identifies which processes have been excluded from the scope
D) It details all of the companies that have been certified

3. Who or what should always be informed in case a Release is rejected, delayed or cancelled?

A) Business Relationship Management
B) the Senior Management representative
C) Incident Management
D) Change Management

4. The appointed member of management is only responsible for the co-ordination and management of all services. Can this person perform internal audits for the delivery processes?

A) No, because as manager he is not competent enough.
B) Yes, because as manager he should have knowledge of performing internal audits.
C) No, because this person is responsible for all processes and therefore he would audit his own work.
D) Yes, because this person is not responsible for the delivery processes.

5. Which of the following standards was the forerunner to ISO/IEC 20000?

A) BS 1968
B) BS 7799
C) BS 8800
D) BS 15000

Solutions: