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EXIN ISO / IEC 20000 Foundation Sample Questions:

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

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

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

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

3. Which of the following defines a lifecycle that is split into four quadrants (optimizing, changing, supporting and operating)?

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

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

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

5. Why is it important for Service Providers to provide documents and records?

A) to be able to uniquely identify and record all Configuration Items (CIs) in the Configuration Management Database (CMDB)
B) to ensure effective planning, operation and control of Service Management
C) It is part of the requirements (evidence) to become ISO/IEC 20000 compliant.
D) to ensure employeesare aware of the relevance and importance of their work activities

Solutions: