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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Who conducts the "first party audit"?

A) An external independent organization
B) The IT Service Management organization itself
C) Customers of the IT Service Management organization
D) Other persons on behalf of the Customer

2. What should planning for new or changed services include?

A) recent Problems and Known Errors in the desktop environment
B) major non-conformities to all Underpinning Contracts (UCs)
C) trends in Capacity growth of the current applications
D) budgets and staff resources

3. Which of the following is Problem Management primarily concerned with?

A) Looking at Security Plans
B) Looking at the Change Plan
C) Looking at the Release Strategy
D) Looking at the cause of Incidents

4. Why are processes required?

A) to be able to define quality objectives in a structured manner
B) to provide consistency in the output from activities
C) to ensure that service issues never arise
D) to satisfy the needs of major outsource providers

5. What is a Configuration Baseline?

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

Solutions: