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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. 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.

2. If the service provider believes the service levels will not be met for an incident, when shall a customer be informed of this?

A) Never
B) Before the breach
C) After the breach
D) During service reporting

3. 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) Employees should have at least a relevantbachelors degree.
C) Appropriate records of education, training, skills and experience need to be maintained.
D) At least two employees should be suitably trained for each role.

4. The Plan-Do-Check-Act (PDCA) methodology can be applied to all ISO/IEC 20000 processes. What does the Act phase of this methodology cover?

A) establishing the objectives and processes necessary to deliver results in accordance with Customer requirements and the organization's policies
B) implementation of the processes
C) taking the necessary actions to continually improve process performance
D) monitoring and measuring processes and services and reporting the results

5. Where would an IT service for the customer normally be defined?

A) in the Service Report
B) in the Service Catalog or the Service Level Agreement (SLA)
C) in the Operational Level Agreement (OLA)
D) in the IT Framework

Solutions: