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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What is according to ISO/IEC 20000 a required part of the planning for new or changed services?

A) service acceptance criteria
B) establishing a good relationship with the Customer
C) the process for identifying, measuring, reporting and managing improvement activities
D) setting up a process to deal with contractual disputes

2. What is a Configuration Baseline?

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

3. 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) After the breach
C) Before the breach
D) During service reporting

4. Who or what should always be informed in case a Release is rejected, delayed or cancelled?

A) Business Relationship Management
B) Change Management
C) Incident Management
D) the Senior Management representative

5. What should planning for new or changed services include?

A) major non-conformities to all Underpinning Contracts (UCs)
B) recent Problems and Known Errors in the desktop environment
C) trends in Capacity growth of the current applications
D) budgets and staff resources

Solutions: