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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Which of the following is within the scope of the requirements of ISO/IEC 20000?

A) Charging for IT Services
B) Information Security Management
C) Operations
D) Service Desk

2. According to ISO/IEC 20000, what is the minimum frequency for the Service Provider and the Customer to attend a service review meeting for discussing changes to the service scope?

A) annually
B) quarterly
C) monthly
D) only when there is a businessneed to change the service

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

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

4. What is the definition of Availability?

A) any event which is not part of the standard operation of a service and which causes or may cause an interruption to, or a reduction in, the quality of that service
B) a snapshot of the state of a service or individual Configuration Item (CI) at a point in time
C) the ability of a component or service to perform its required function at a stated instant or over a stated period of time
D) a record containing details of which Configuration Items (CIs) are affected and how they are affected by an authorized Change

5. What is the primary purpose of analyzing Change records?

A) to provide input to the Service Reporting process
B) to detect increasing levels of Changes and emerging trends
C) to check if related Incident records are adequately closed
D) to be able to open a new Problem record, so proactive identification of Incidents is possible

Solutions: