EXIN ISO20KF : ISO / IEC 20000 Foundation

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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. How should the requirements for Service Continuity and Availability be identified?

A) This should be made up from Service requirements and Service Level Agreements (SLAs) if available.
B) This should be calculated based upon historical data for major Incidents and their consequences for the organization.
C) This should be identified based upon the business priorities, Service Level Agreements (SLAs) and assessed risks.
D) This should be done on the basis of Customer satisfaction investigations, so that the real user need can be clearly identified.

2. Which one of the following standards is concerned primarily with security?

A) ISO/IEC 27001
B) ISO/IEC 20000
C) ISO/IEC 15504
D) ISO 9001

3. Which of the following is within the scope of the requirements of ISO/IEC 20000?

A) Operations
B) Information Security Management
C) Charging for IT Services
D) Service Desk

4. Which of the following calculates the number of defects per million opportunities?

A) MOF
B) Six Sigma
C) CobIT TM
D) ITIL

5. New or changed services need to be accepted before being implemented into the live environment. What shall be done after a new or changed service has been implemented?

A) A Post Implementation Review (PIR) is held comparing actual outcomes against those planned.
B) Nothing additional: the new or changed service goes into Business As Usual and will be managed as a normal service.
C) An approach needs to be defined for interfacing to projects that are creating or modifying services.
D) The manner in which the Change shall be reversed or remedied if unsuccessful needs to be defined.

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