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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. During an audit, evidence is required for Service Management policies, plans and procedures. Who should ensure that this evidence is available?

A) the Service Level Manager
B) the Auditor
C) theSenior responsible owner
D) the Business Relationship process owner

2. What is a Configuration Baseline?

A) The change requests allocated to a release
B) A benchmark of the service provider's capability
C) A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time
D) A configuration audit report

3. What is the objective of Service Level Management?

A) To ensure a sufficient amount of Capacity has been designated in order to achieve agreed service levels
B) To define, agree, record and manage levels of service
C) To ensure that agreed service Availabilitycommittments to customers can be met in all circumstances
D) To establish and maintain good relationships with Customers

4. What does the standard explicitly recommend to be implemented with Configuration Management?

A) Change and Security
B) Change
C) Change and Release
D) Release

5. What is the objective of a Management System?

A) To define, agree, record and manage levels of 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 provide the policies and the framework that is needed for the effective management and implementation of all IT services

Solutions: