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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Which of the following is used for the assessment of maturity of organizations?

A) MOF
B) ITIL
C) CobIT TM
D) CMMI

2. The ISO/IEC 20000 standard requires that a minimum set of service reports is produced. How are these service reports used?

A) As the basis for making management decisions and taking corrective actions
B) To present a professional image of the company
C) To compare the performance of the Service Desk with service targets
D) As input to financial management in order to determine charges for the service

3. What is required for an implementation of IT Service Management to be successful?

A) Buy-in specifically from the levels in the organization which will be operationally involved in IT Service Management activities
B) The involvement and commitment of personnel at all levels in the organization from operational staff to top management
C) The appointment of a specialist department responsible for the development of the process structures
D) A top-down approach whereby the management of the organization strongly and visibly enforces the implementation

4. Who conducts the "first party audit"?

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

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

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

Solutions: