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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. 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 supplier processes and procedures are defined where outsourced
C) to ensure that Service Level Agreements (SLAs) with suppliers are aligned with SLAs of the business
D) to ensure that a process exists for the procurement of suppliers

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

3. Which type of event or activity can trigger a service Change, which would need to be catered for in the Service Management plan?

A) Major Incident
B) Service improvement activities
C) System Lifecycle Management
D) Urgent Change

4. An objective of Capacity Management is to ensure that the service provider has, at all times, sufficient Capacity to meet the current and future agreed demands of the Customer's business needs. What document is produced to support this objective?

A) Availability Plan
B) Capacity Plan
C) Service Management Plan
D) Business Resource Plan

5. What is a benefit to an organization when the services are delivered according to ISO/IEC 20000?

A) The organization hasless suppliers to deal with.
B) The organization behaves in a socially responsible way.
C) The environmental needs of the employees in the organization are well looked after.
D) The organization becomes morecustomer focused.

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