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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Who or what should always be informed in case a Release is rejected, delayed or cancelled?

A) Incident Management
B) Business Relationship Management
C) the Senior Management representative
D) Change Management

2. Which of the following statements is true?

A) Release Management shall be implemented only after the processes Change Management and Configuration Management have become mature.
B) Release Management, Change Management and Configuration Management are Control processes.
C) There shall be an integrated approach to Change and Configuration Management planning.
D) Change Management is the most important of the Control processes.

3. What services can be left out of the Service Catalogue?

A) services that are delivered to lessthen 10% of the Customers
B) network-related services
C) no services
D) incidental services that are seldom delivered

4. All service changes should be reflected in Change Management records. Which of the aspects below is an example of a service change, that needs to be reflected in a Change record?

A) a Service Level Agreement failure
B) a formal closure of services
C) a major Incident
D) an identified Problem

5. Problem Management is responsible for carrying out trend analysis of Incident volumes and types. What is the reason for this?

A) to be able to provide reports to management
B) to prevent repetitive occurrence of Incidents
C) to be able to charge to the correct users of the service
D) to provide input to the Capacity Database

Solutions: