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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What is the added value of a service being delivered?

A) You can specifically define the service by means of a Service Level Agreement (SLA).
B) You do not have to invest in a process to control it.
C) You do not have the ownership of specific costs and risks in producing the service.
D) The outcomes have a lower total cost of ownership than when the value is produced within the customer organization.

2. What is a responsibility of the Service Provider with regard to Supplier Management as defined in ISO/IEC 20000-1:2005?

A) to ensure that supplier processes and procedures are defined where outsourced
B) to ensure that subcontracted suppliers meet contractual requirements in all circumstances
C) to ensure that a process exists for the procurement of suppliers
D) to ensure that Service Level Agreements (SLAs) with suppliers are aligned with SLAs of the business

3. Which service changes should be documented in change records?

A) Formal closure of services
B) User training
C) Staff recruitment
D) All service changes

4. 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.

5. Which of the following is a best practice for Capacity Management?

A) Decisions about service provision should be based on cost effectiveness comparisons.
B) A Capacity plan documenting the actual performance and the expected requirements should be produced at least annually.
C) The resilience of the infrastructure components should be measured and included in the Capacity plan.
D) The Service Catalog should be maintained and kept up-to-date.

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