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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Which of the following tasks is assigned to each process manager?

A) Setting up Service Level Agreements with the users
B) Following up on Incidents
C) Ensuring the process is running effectively and efficiently
D) Channeling data to Problem Management

2. Which processes should the Plan, Do, Check, Act methodology be applied to?

A) those that support business critical services
B) the Planning & Implementing Service Management process
C) the Requirements for a Management System process
D) all of the processes in scope of ISO/IEC 20000

3. Which of the aspects listed below is included in ISO/IEC 20000?

A) Customer communication
B) Employee motivation
C) Social responsibility
D) Standard products

4. What is a shared concept of both ISO/IEC 27001 and ISO/IEC 20000?

A) Capacity Management
B) Information Security Management
C) Incident Management
D) Release Management

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

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

Solutions: