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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Availability and Service Continuity Plans need to be developed and reviewed periodically to ensure that requirements are met as agreed in all circumstances, from normal operations through to a major loss of service. What is the minimum level of frequency with which these Plans should be developed and reviewed?

A) In accordance with the business needs
B) At every change to the business environment
C) At least bi-annually
D) At least annually

2. Which of the following is a benefit of ISO/IEC 20000 certification?

A) It shows that the highest possible quality level has been achieved.
B) It shows that a company manages IT Services according to an independently audited quality standard.
C) It shows that a company takes quality seriously and that each service is independently audited before it is being delivered.
D) It guarantees that all certified IT Service Management processes are at least audited by a registered certification body once a year.

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

4. Which of the following calculates the number of defects per million opportunities?

A) MOF
B) CobIT TM
C) Six Sigma
D) ITIL

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

A) to ensure agreed effective communication towards Customers
B) to ensure that agreed Service Continuity and Availability commitments to Customers can be met in all circumstances
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

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