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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Personnel should be competent on the basis of appropriate education and experience. Which of the following is a best practice relating to competence?

A) Appropriate records of education, training, skills and experience need to be maintained.
B) Employees should have at least a relevantbachelors degree.
C) At least two employees should be suitably trained for each role.
D) Personnel should all have a relevant Security training according to ISO/IEC 27002.

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

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

3. Why is it important for Service Providers to provide documents and records?

A) to ensure effective planning, operation and control of Service Management
B) It is part of the requirements (evidence) to become ISO/IEC 20000 compliant.
C) to be able to uniquely identify and record all Configuration Items (CIs) in the Configuration Management Database (CMDB)
D) to ensure employeesare aware of the relevance and importance of their work activities

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) Contract Management
B) Business Relationship Management
C) Supplier Management
D) Service Level Management

5. 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) Yes, because as manager he should have knowledge of performing internal audits.
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) No, because as manager he is not competent enough.

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