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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Which of the following standards was the forerunner to ISO/IEC 20000?

A) BS 15000
B) BS 7799
C) BS 8800
D) BS 1968

2. Security controls shall be documented. What will the controls be related to?

A) staff
B) risks
C) locations
D) services

3. What is the recommendation with regard to the implementation of an emergency Change?

A) There is a separate process for emergency Changes.
B) The Change process should be completely bypassed.
C) Only the senior manager should authorize emergency Changes.
D) Where possible the Change process should be followed.

4. Which of the following statements is true?

A) Change Management is the most important of the Control processes.
B) Release Management, Change Management and Configuration Management are Control processes.
C) There shall be an integrated approach to Change and Configuration Management planning.
D) Release Management shall be implemented only after the processes Change Management and Configuration Management have become mature.

5. When a new service is being planned, Service Level Management needs to ensure that existing performance levels of other IT services will not be unduly impacted. From which process will Service Level Management require input?

A) Financial Management for IT Services
B) IT Service Continuity Management
C) Availability Management
D) Capacity Management

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