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EXIN ISO / IEC 20000 Foundation Sample Questions:
1. Which of the following is Problem Management primarily concerned with?
A) Looking at the Release Strategy
B) Looking at the Change Plan
C) Looking at Security Plans
D) Looking at the cause of Incidents
2. Which of the following calculates the number of defects per million opportunities?
A) MOF
B) ITIL
C) Six Sigma
D) CobIT TM
3. 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) At least bi-annually
C) In accordance with the business needs
D) At every change to the business environment
4. Which of the following defines a lifecycle that is split into four quadrants (optimizing, changing, supporting and operating)?
A) MOF
B) ITIL
C) Six Sigma
D) CobIT TM
5. What is the objective of a Management System?
A) To provide the policies and the framework that is needed for the effective management and implementation of all IT services
B) To ensure that new services and changes to services will be deliverable and manageable at the agreed cost and services quality
C) To ensure that Key Performance Indicators (KPIs) are defined for all IT services
D) To define, agree, record and manage levels of services
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: C | Question # 3 Answer: A | Question # 4 Answer: A | Question # 5 Answer: A |
By Charlotte
