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EXIN ISO / IEC 20000 Foundation Sample Questions:
1. Which of the following standards was the forerunner to ISO/IEC 20000?
A) BS 1968
B) BS 7799
C) BS 15000
D) BS 8800
2. What is required to be included in proposals for new or changed services according to ISO/IEC 20000?
A) cost, organizational, technical and commercial impact
B) the policies, plans and procedures of each process or set of processes
C) an updated Operational Level Agreement
D) the Service Management plan
3. What does an IT service definition include?
A) the use of IT to support the customers business processes
B) the use of IT to improve employee satisfaction within the organization
C) the use of IT to support the organizations internal business processes
D) the use of IT to support the business processes of suppliers and partners
4. According to the ISO/IEC 20000 standard it is important that a process exists to deal with contractual disputes with suppliers. Which process is responsible for the definition of this process?
A) Business Relationship Management
B) Service Level Management
C) Supplier Management
D) Contract Management
5. Who or what should always be informed in case a Release is rejected, delayed or cancelled?
A) Change Management
B) the Senior Management representative
C) Business Relationship Management
D) Incident Management
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: A | Question # 3 Answer: A | Question # 4 Answer: C | Question # 5 Answer: A |
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