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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What should not be part of a Service Level Agreement (SLA)?

A) Authorization details
B) Escalation and notification process
C) Lessons learned and improvement actions
D) Impact and priority guidelines

2. Part of the Configuration Management process is about Configuration identification. What should be included as an attribute of a managed Configuration Item (CI)?

A) Licenses
B) Incidents
C) Requests for Change (RFCs)
D) Known Errors

3. Which of the following is a best practice for Capacity Management?

A) The resilience of the infrastructure components should be measured and included in the Capacity plan.
B) A Capacity plan documenting the actual performance and the expected requirements should be produced at least annually.
C) The Service Catalog should be maintained and kept up-to-date.
D) Decisions about service provision should be based on cost effectiveness comparisons.

4. Who conducts the "first party audit"?

A) An external independent organization
B) The IT Service Management organization itself
C) Customers of the IT Service Management organization
D) Other persons on behalf of the Customer

5. For which type of organizations is ISO/IEC 20000 appropriate for use?

A) for organizations wishing to certify their services
B) for organizations which need to demonstrate alignment to customer requirements
C) for organizations to confirm that all of the ITIL@ guidelines have been implemented
D) for tool vendors to specify the Service Provider's processes

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