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EXIN ISO / IEC 20000 Foundation Sample Questions:

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

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

2. What is the purpose of CobiT TM ?

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

3. It is essential that an owner at senior level has overall responsibility for Service Management. Which of the statements below is a best practice?

A) A senior responsible owner should haveresponsiblity for Customer Relationship Management.
B) A senior responsible owner should ensure resourcing for service improvement activities.
C) A senior responsible owner should handle all customer complaints to be able to improve customer satisfaction.
D) A senior responsible owner should be assigned as chairman of the Change Advisory Board (CAB).

4. Why is it important that reviews are conducted at regular intervals during the Check phase of the Plan-Do-Check-Act (PDCA) methodology?

A) to be able to define the objectives and requirements that are to be achieved by Service Management
B) to be able to establish the Service Management policy, objectives and plans
C) to be able to allocate roles and responsibilities
D) to determine whether the Service Management requirements are effectively implemented and maintained

5. The Relationship processes describe the relationships with the business and with the suppliers. What should the Relationship processes ensure?

A) that there is a frequent contact between the suppliers and the business to resolve dissatisfaction issues
B) that the business and suppliers are directly informed of Major Incidents
C) that all parties understand the business needs, responsibilities and obligations
D) that the service levels for all services are consistent in the supply chain

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