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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What is a Configuration Baseline?

A) A benchmark of the service provider's capability
B) A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time
C) A configuration audit report
D) The change requests allocated to a release

2. Which standard describes the fundamental aspects of Quality Management Systems?

A) ISO/IEC 27001
B) ISO/IEC 15504
C) ISO/IEC 20000
D) ISO 9000

3. Which of the following actions should be taken to ensure continual improvement of a Quality Management System?

A) Review the Quality Management System at least annually
B) Analyze and evaluate the existing situation to identify areas for improvement
C) Analyze customer satisfaction and identify resulting actions
D) Start an internal service organization evaluation

4. Which of the following is an ISO/IEC 20000 requirement relating to the service management plan?

A) it must include the documented procedures specified by the standard
B) It must never include any know-how of the organization
C) it must be available in at least one hard copy and approved
D) it must include the scope of the organization's service management plan

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

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

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