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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. All service changes should be reflected in Change Management records. Which of the aspects below is an example of a service change, that needs to be reflected in a Change record?

A) a formal closure of services
B) a major Incident
C) an identified Problem
D) a Service Level Agreement failure

2. Part of the Configuration Management process is about Configuration identification. What should be included as an attribute of a managed Configuration Item (CI)?

A) Licenses
B) Known Errors
C) Incidents
D) Requests for Change (RFCs)

3. What is the objective of a Management System?

A) To provide the policies and the framework that is needed for the effective management and implementation of all IT services
B) To ensure that new services and changes to services will be deliverable and manageable at the agreed cost and services quality
C) To ensure that Key Performance Indicators (KPIs) are defined for all IT services
D) To define, agree, record and manage levels of services

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

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

5. Which of the aspects listed below is included in ISO/IEC 20000?

A) Customer communication
B) Employee motivation
C) Social responsibility
D) Standard products

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