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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. The success and failure of Releases shall be measured. What is included in these measurements?

A) the frequency and types of Releases
B) the Request for Change (RFC)
C) the Release dates
D) the Incidents related to a Release in the period following a Release

2. What is the objective of IT Service Management?

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

3. Top management needs to ensure that its employees are aware of the relevance and importance of their activities. What else do all employees need to be aware of?

A) how they contribute to the total salary reduction
B) how they contribute to the Total Cost of Ownership (TCO)
C) how they can provide policies and a framework for a Management System
D) how they contribute to the achievement of the Service Management objectives

4. Which of the following is a best practice concerning Information Security Risk assessment?

A) Information Security Risk assessments should be performed as a result of the review of every Incident.
B) Information Security Risk assessments should be carried out by an external auditor to maintain objectivity.
C) Information Security Risk assessments should be performed once a year.
D) Information Security Risk assessments should be performed at agreed intervals and be maintained during Changes.

5. Which type of event or activity can trigger a service Change, which would need to be catered for in the Service Management plan?

A) Major Incident
B) Urgent Change
C) System Lifecycle Management
D) Service improvement activities

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