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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What is the purpose of a Problem review?

A) To seek improvements to the process and to prevent recurrence of Incidents or mistakes
B) To restore the service to normal operating conditions as soon as possible
C) To prevent computer systems from having too limited disk space so that capacity problems will not occur
D) To provide expert help on risk assessment for optimization of security procedures

2. What is the definition of Availability?

A) a record containing details of which Configuration Items (CIs) are affected and how they are affected by an authorized Change
B) the ability of a component or service to perform its required function at a stated instant or over a stated period of time
C) any event which is not part of the standard operation of a service and which causes or may cause an interruption to, or a reduction in, the quality of that service
D) a snapshot of the state of a service or individual Configuration Item (CI) at a point in time

3. What is the purpose of CobiT TM ?

A) To provide a high level process model that organizes a broad range of IT activities
B) To provide a uniform structure to understand, implement and evaluate IT capabilities, performance and risks
C) To provide a certified measurement framework that legally provides proof of meeting the Sarbanes-Oxley (SOX) requirements
D) To provide a set of detailed practices on how to implement processes and is therefore well suited as a process implementation tool

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

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

5. What is required to be included in proposals for new or changed services according to ISO/IEC 20000?

A) cost, organizational, technical and commercial impact
B) an updated Operational Level Agreement
C) the Service Management plan
D) the policies, plans and procedures of each process or set of processes

Solutions: