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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What is the certification audit primarily based on?

A) personnel records
B) process descriptions
C) specifications
D) reports by certified financial auditors

2. When scoping for ISO/IEC 20000, what is it that will be audited for certification?

A) the ITIL processes in scope
B) the Management System in scope
C) the sections of the standard in scope
D) the services in scope

3. The quality of a product may be assessed by elements such as its appearance, usefulness and robustness. Which element can be used to assess the quality of a service?

A) The number of people purchasing that service
B) How well the service meets customer and user expectations
C) How much the service costs compared to other providers of the service
D) How much the service costs divided by an average of evaluation scores

4. What can be improved by achieving quality objectives?

A) effectiveness of the service
B) relationship with interested suppliers
C) relationship with unauthorized parties
D) personal satisfaction of the Configuration Manager

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

Solutions: