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EXIN ISO / IEC 20000 Foundation Sample Questions:
1. What details should be recorded as a baseline prior to implementing a plan for service improvement?
A) time taken to operate the process
B) backlog of changes for the service
C) number of staff involved
D) service quality and levels
2. If the service provider believes the service levels will not be met for an incident, when shall a customer be informed of this?
A) Before the breach
B) After the breach
C) Never
D) During service reporting
3. Which of the following actions should be taken to ensure continual improvement of a Quality Management System?
A) Analyze customer satisfaction and identify resulting actions
B) Analyze and evaluate the existing situation to identify areas for improvement
C) Review the Quality Management System at least annually
D) Start an internal service organization evaluation
4. Security controls shall be documented. What will the controls be related to?
A) locations
B) staff
C) services
D) risks
5. Who or what should always be informed in case a Release is rejected, delayed or cancelled?
A) the Senior Management representative
B) Business Relationship Management
C) Change Management
D) Incident Management
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: A | Question # 3 Answer: B | Question # 4 Answer: D | Question # 5 Answer: C |
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