EXIN ISO / IEC 20000 Foundation Sample Questions:
1. According to the ISO/IEC 20000 standard it is important that a process exists to deal with contractual disputes with suppliers. Which process is responsible for the definition of this process?
A) Business Relationship Management
B) Service Level Management
C) Contract Management
D) Supplier Management
2. What is according to ISO/IEC 20000 a required part of the planning for new or changed services?
A) service acceptance criteria
B) the process for identifying, measuring, reporting and managing improvement activities
C) setting up a process to deal with contractual disputes
D) establishing a good relationship with the Customer
3. 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) No, because as manager he is not competent enough.
B) Yes, because as manager he should have knowledge of performing internal audits.
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.
4. Which of the following must be included within the Service Management plan?
A) Information security controls
B) Configuration Item (CI) type
C) Tools as appropriate to support the processes
D) Return to normal working
5. Who conducts the "first party audit"?
A) An external independent organization
B) The IT Service Management organization itself
C) Other persons on behalf of the Customer
D) Customers of the IT Service Management organization
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: A | Question # 3 Answer: D | Question # 4 Answer: C | Question # 5 Answer: B |
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