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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What is part of the policy for Budgeting and Accounting for IT Services?

A) The charging mechanism
B) The percentage of 'hidden' end-user costs
C) The costs of the Underpinning Contracts (UCs) over a fixed period
D) Rules governing the handling of variances against budgets

2. What should planning for a new or changed service consider?

A) a complete review of all recent security breaches
B) the existing service levels
C) verification that the appropriate level of testing is completed
D) Known Errors to file systems

3. New or changed services need to be accepted before being implemented into the live environment. What shall be done after a new or changed service has been implemented?

A) A Post Implementation Review (PIR) is held comparing actual outcomes against those planned.
B) An approach needs to be defined for interfacing to projects that are creating or modifying services.
C) Nothing additional: the new or changed service goes into Business As Usual and will be managed as a normal service.
D) The manner in which the Change shall be reversed or remedied if unsuccessful needs to be defined.

4. What is accreditation in the context of ISO/IEC 20000?

A) The official recognition by a third party of organizations involved in testing, inspection and certification
B) The notification of approved testing and certification bodies with the relevant authority for publication
C) The evaluation of test results to verify compliance with requirements plus confirmation by the certification body
D) The determination of measurement results using defined procedures on the basis of documented requirements

5. Why is it important for Service Providers to provide documents and records?

A) It is part of the requirements (evidence) to become ISO/IEC 20000 compliant.
B) to ensure employeesare aware of the relevance and importance of their work activities
C) to be able to uniquely identify and record all Configuration Items (CIs) in the Configuration Management Database (CMDB)
D) to ensure effective planning, operation and control of Service Management

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