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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. According to the ISO/IEC 20000 standard it is important that a process exists to deal with contractual disputes with suppliers. Which process is responsible for the definition of this process?

A) Contract Management
B) Business Relationship Management
C) Supplier Management
D) Service Level Management

2. Availability and Service Continuity Plans need to be developed and reviewed periodically to ensure that requirements are met as agreed in all circumstances, from normal operations through to a major loss of service. What is the minimum level of frequency with which these Plans should be developed and reviewed?

A) At least annually
B) In accordance with the business needs
C) At least bi-annually
D) At every change to the business environment

3. Top management has to provide evidence of its commitment to developing, implementing and improving its Service Management capability within the context of the organization's business and Customers' requirements. What is the best way that management can make this visible?

A) by taking disciplinary action against underperforming employees
B) through leadership and actions
C) by taking part in the planning of new IT services
D) by outsourcing Change Management

4. While planning for service improvements, what is an important best practice to consider?

A) The progress of service improvement should be discussed at least weekly in the steering committee.
B) The progress should be monitored closely by an independent project manager to maintain objectivity.
C) Service improvement targets should be measurable, linked to business objectives and documented in a plan.
D) The service improvement targets should not change until the target is reached, or else no consistency is maintained.

5. Which of the following statements is true?

A) Change Management is the most important of the Control processes.
B) Release Management shall be implemented only after the processes Change Management and Configuration Management have become mature.
C) There shall be an integrated approach to Change and Configuration Management planning.
D) Release Management, Change Management and Configuration Management are Control processes.

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