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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Which processes should the Plan, Do, Check, Act methodology be applied to?

A) all of the processes in scope of ISO/IEC 20000
B) those that support business critical services
C) the Planning & Implementing Service Management process
D) the Requirements for a Management System process

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

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

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

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

4. Which of the following is an ISO/IEC 20000 requirement relating to the service management plan?

A) it must include the documented procedures specified by the standard
B) it must include the scope of the organization's service management plan
C) it must be available in at least one hard copy and approved
D) It must never include any know-how of the organization

5. For which type of organizations is ISO/IEC 20000 appropriate for use?

A) for organizations which need to demonstrate alignment to customer requirements
B) for organizations wishing to certify their services
C) for tool vendors to specify the Service Provider's processes
D) for organizations to confirm that all of the ITIL@ guidelines have been implemented

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