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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What purpose can the ISO/IEC 20000 standard serve?

A) It defines the requirements to be satisfied in a certification audit.
B) It defines specific Key Performance Indicators (KPIs) upon which service performance can be assessed.
C) It helps to decide on the requirements that need to be verified within the scope of a supply agreement.
D) It provides a yardstick for the design of a Total Quality Management System.

2. When a new service is being planned, Service Level Management needs to ensure that existing performance levels of other IT services will not be unduly impacted. From which process will Service Level Management require input?

A) Financial Management for IT Services
B) IT Service Continuity Management
C) Capacity Management
D) Availability Management

3. What is the primary purpose of analyzing Change records?

A) to provide input to the Service Reporting process
B) to check if related Incident records are adequately closed
C) to be able to open a new Problem record, so proactive identification of Incidents is possible
D) to detect increasing levels of Changes and emerging trends

4. What is a Configuration Baseline?

A) The change requests allocated to a release
B) A benchmark of the service provider's capability
C) A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time
D) A configuration audit report

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

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

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