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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. 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) An approach needs to be defined for interfacing to projects that are creating or modifying services.
C) Nothing additional: the new or changed service goes into Business As Usual and will be managed as a normal service.
D) The manner in which the Change shall be reversed or remedied if unsuccessful needs to be defined.

2. The Plan-Do-Check-Act (PDCA) methodology can be applied to all ISO/IEC 20000 processes. What does the Act phase of this methodology cover?

A) taking the necessary actions to continually improve process performance
B) implementation of the processes
C) monitoring and measuring processes and services and reporting the results
D) establishing the objectives and processes necessary to deliver results in accordance with Customer requirements and the organization's policies

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

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

4. What is according to ISO/IEC 20000 a required part of the planning for new or changed services?

A) the process for identifying, measuring, reporting and managing improvement activities
B) setting up a process to deal with contractual disputes
C) service acceptance criteria
D) establishing a good relationship with the Customer

5. Which statement below is not a purpose of Supplier Management procedures?

A) That the suppliers understand their obligation to the Service Provider
B) That information on the performance of all suppliers can be observed and acted upon
C) That it is made clear that the supplier cannot subcontract part of the delivered services to the Service Provider
D) That business transactions between all parties are recorded

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