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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Which processes should the Plan, Do, Check, Act methodology be applied to?

A) all of the processes in scope of ISO/IEC 20000
B) those that support business critical services
C) the Planning & Implementing Service Management process
D) the Requirements for a Management System process

2. A group of activities within Release Management is roll-out, distribution and installation. What should be ensured as part of these activities?

A) Redundant products, services and licenses are decommissioned.
B) The Release is tested to the satisfaction of the Customers.
C) Changes are scheduled based upon priority and risk.
D) Contingency and back-out plans are available.

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

4. What purpose does implementation of a Quality Management System as per ISO/IEC 20000 serve?

A) It forces the organization to adopt a hierarchical management approach.
B) It provides a guideline for the Quality Management measures that must be taken to implement quality policy in an organization.
C) It allows the suppliers to have full visibility of the organization's internal processes.
D) It defines specific Key Performance Indicators (KPIs) upon which service performance can be assessed.

5. Which of the following is a best practice for Capacity Management?

A) The resilience of the infrastructure components should be measured and included in the Capacity plan.
B) The Service Catalog should be maintained and kept up-to-date.
C) Decisions about service provision should be based on cost effectiveness comparisons.
D) A Capacity plan documenting the actual performance and the expected requirements should be produced at least annually.

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