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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Who conducts the "first party audit"?

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

2. What is a responsibility of the Service Provider with regard to Supplier Management as defined in ISO/IEC 20000-1:2005?

A) to ensure that a process exists for the procurement of suppliers
B) to ensure that supplier processes and procedures are defined where outsourced
C) to ensure that subcontracted suppliers meet contractual requirements in all circumstances
D) to ensure that Service Level Agreements (SLAs) with suppliers are aligned with SLAs of the business

3. Which of the following actions should be taken to ensure continual improvement of a Quality Management System?

A) Analyze and evaluate the existing situation to identify areas for improvement
B) Analyze customer satisfaction and identify resulting actions
C) Start an internal service organization evaluation
D) Review the Quality Management System at least annually

4. Where are agreements regarding Service Delivery and its relationship to Security Management recorded?

A) in a Definitive Software Library (DSL)
B) in a Service Level Agreement (SLA)
C) in a Capacity Plan
D) in a Configuration Management Database (CMDB)

5. Which of the following is a best practice for Capacity Management?

A) Decisions about service provision should be based on cost effectiveness comparisons.
B) The Service Catalog should be maintained and kept up-to-date.
C) A Capacity plan documenting the actual performance and the expected requirements should be produced at least annually.
D) The resilience of the infrastructure components should be measured and included in the Capacity plan.

Solutions: