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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Which one of the following standards is concerned primarily with security?

A) ISO 9001
B) ISO/IEC 20000
C) ISO/IEC 15504
D) ISO/IEC 27001

2. What is the objective of IT Service Management?

A) to provide guaranteed service levels against business requirements
B) to provide services to the maximum level to the business
C) to provide critical services to business customers
D) to provide management of services to meet business requirements

3. What should Quality Management Systems encourage organizations to do?

A) To achieve the maximum level of service possible
B) To achieve the lowest cost of service provision
C) To define processesthat contribute to customer acceptance of services
D) To define as many metrics as possible for each process to ensure strong control

4. An approach to developing and implementing a Quality Management System consists of several steps. Which of the following is not a necessary step?

A) agreeing to the quality policy and objectives with the Change Manager
B) determining and providing the resources necessary to attain the quality objectives
C) establishing methods to measure the effectiveness and efficiency of each process
D) determining the needs and expectations of Customers and other interested parties

5. What is a shared concept of both ISO/IEC 27001 and ISO/IEC 20000?

A) Capacity Management
B) Release Management
C) Incident Management
D) Information Security Management

Solutions: