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EXIN ISO / IEC 20000 Foundation Sample Questions:

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

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

2. What is the purpose of CobiT TM ?

A) To provide a high level process model that organizes a broad range of IT activities
B) To provide a uniform structure to understand, implement and evaluate IT capabilities, performance and risks
C) To provide a certified measurement framework that legally provides proof of meeting the Sarbanes-Oxley (SOX) requirements
D) To provide a set of detailed practices on how to implement processes and is therefore well suited as a process implementation tool

3. 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 employeesare aware of the relevance and importance of their work activities
C) It is part of the requirements (evidence) to become ISO/IEC 20000 compliant.
D) to ensure effective planning, operation and control of Service Management

4. What is the objective of IT Service Management?

A) to provide services to the maximum level to the business
B) to provide management of services to meet business requirements
C) to provide critical services to business customers
D) to provide guaranteed service levels against business requirements

5. What is the added value of a service being delivered?

A) You can specifically define the service by means of a Service Level Agreement (SLA).
B) The outcomes have a lower total cost of ownership than when the value is produced within the customer organization.
C) You do not have to invest in a process to control it.
D) You do not have the ownership of specific costs and risks in producing the service.

Solutions: