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EXIN ISO / IEC 20000 Foundation Sample Questions:

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

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

2. What is a shared concept of both ISO/IEC 27001 and ISO/IEC 20000?

A) Release Management
B) Incident Management
C) Information Security Management
D) Capacity Management

3. A group of activities within Release Management is roll-out, distribution and installation. What should be ensured as part of these activities?

A) Redundant products, services and licenses are decommissioned.
B) Changes are scheduled based upon priority and risk.
C) The Release is tested to the satisfaction of the Customers.
D) Contingency and back-out plans are available.

4. What services can be left out of the Service Catalogue?

A) incidental services that are seldom delivered
B) no services
C) network-related services
D) services that are delivered to lessthen 10% of the Customers

5. 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

Solutions: