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EXIN ISO / IEC 20000 Foundation Sample Questions:
1. Which of the following is true of process descriptions?
A) They complement descriptions of structural and organizational roles and responsibilities.
B) They express the level of compliance with the requested quality characteristics.
C) They describe vertical and horizontal escalation options.
D) They represent a complete set of monitoring options.
2. Which type of event or activity can trigger a service Change, which would need to be catered for in the Service Management plan?
A) Service improvement activities
B) Urgent Change
C) Major Incident
D) System Lifecycle Management
3. Which stakeholder will define service level requirements?
A) Service Provider
B) Customer
C) End user
D) Supplier
4. Who should be recommended to support the Senior Responsible Owner in his/her responsibility for the delivery of the management system?
A) the Change Advisory Board (CAB)
B) a decision taking group
C) the senior customer representative
D) the service managers
5. Which audit is conducted by, or on behalf of, the organization itself for internal purposes and can form the basis for an organization's self-declaration of conformity?
A) Second party audit
B) Fourth party audit
C) First party audit
D) Third party audit
Solutions:
Question # 1 Answer: A | Question # 2 Answer: A | Question # 3 Answer: B | Question # 4 Answer: B | Question # 5 Answer: C |