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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What purpose can the ISO/IEC 20000 standard serve?

A) It defines the requirements to be satisfied in a certification audit.
B) It helps to decide on the requirements that need to be verified within the scope of a supply agreement.
C) It provides a yardstick for the design of a Total Quality Management System.
D) It defines specific Key Performance Indicators (KPIs) upon which service performance can be assessed.

2. What does a quality policy aim to define?

A) the requirements of the customer as stated in the Service Level Agreement (SLA)
B) the requirements of ISO/IEC 20000
C) the formally expressed quality intentions and direction of an organization
D) the legal obligations that the organization must fulfill

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

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

4. Which of the following calculates the number of defects per million opportunities?

A) CobIT TM
B) MOF
C) ITIL
D) Six Sigma

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) No, because as manager he is not competent enough.
C) No, because this person is responsible for all processes and therefore he would audit his own work.
D) Yes, because this person is not responsible for the delivery processes.

Solutions: