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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Which of the following must be included within the Service Management plan?

A) Return to normal working
B) Configuration Item (CI) type
C) Tools as appropriate to support the processes
D) Information security controls

2. Who conducts the "first party audit"?

A) Other persons on behalf of the Customer
B) The IT Service Management organization itself
C) An external independent organization
D) Customers of the IT Service Management organization

3. Top management has to provide evidence of its commitment to developing, implementing and improving its Service Management capability within the context of the organization's business and Customers' requirements. What is the best way that management can make this visible?

A) by outsourcing Change Management
B) by taking disciplinary action against underperforming employees
C) by taking part in the planning of new IT services
D) through leadership and actions

4. What are the key contents of an IT Service Management System?

A) a software system to monitor the key performance indicators (KPIs)
B) systematic processes for ticket recording and follow-up only
C) a software system for the ticket system
D) definition of corporate measures to achieve the required level of quality

5. Which of the following standards was the forerunner to ISO/IEC 20000?

A) BS 1968
B) BS 7799
C) BS 15000
D) BS 8800

Solutions: