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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What purpose does implementation of a Quality Management System as per ISO/IEC 20000 serve?

A) It defines specific Key Performance Indicators (KPIs) upon which service performance can be assessed.
B) It allows the suppliers to have full visibility of the organization's internal processes.
C) It forces the organization to adopt a hierarchical management approach.
D) It provides a guideline for the Quality Management measures that must be taken to implement quality policy in an organization.

2. Personnel should be competent on the basis of appropriate education and experience. Which of the following is a best practice relating to competence?

A) Personnel should all have a relevant Security training according to ISO/IEC 27002.
B) Appropriate records of education, training, skills and experience need to be maintained.
C) At least two employees should be suitably trained for each role.
D) Employees should have at least a relevantbachelors degree.

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

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

4. Which of the following must be included within the Service Management plan?

A) Configuration Item (CI) type
B) Return to normal working
C) Information security controls
D) Tools as appropriate to support the processes

5. What is the certification audit primarily based on?

A) process descriptions
B) reports by certified financial auditors
C) specifications
D) personnel records

Solutions: