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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. According to ISO/IEC 20000, what is the minimum frequency for the Service Provider and the Customer to attend a service review meeting for discussing changes to the service scope?

A) quarterly
B) only when there is a businessneed to change the service
C) annually
D) monthly

2. What is part of the policy for Budgeting and Accounting for IT Services?

A) The percentage of 'hidden' end-user costs
B) The costs of the Underpinning Contracts (UCs) over a fixed period
C) Rules governing the handling of variances against budgets
D) The charging mechanism

3. New or changed services need to be accepted before being implemented into the live environment. What shall be done after a new or changed service has been implemented?

A) An approach needs to be defined for interfacing to projects that are creating or modifying services.
B) A Post Implementation Review (PIR) is held comparing actual outcomes against those planned.
C) The manner in which the Change shall be reversed or remedied if unsuccessful needs to be defined.
D) Nothing additional: the new or changed service goes into Business As Usual and will be managed as a normal service.

4. In planning to implement Service Management, what does the plan need to say regarding tools according to ISO/IEC 20000-2:2005?

A) The plan defines the tools as appropriate to support the processes.
B) The plan details the effects of new technologies and techniques on capacity.
C) The plan lists how every individual process is supported by a tool.
D) The plan does not state any tools requirements.

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

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