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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Which of the following is true of process descriptions?

A) They represent a complete set of monitoring options.
B) They describe vertical and horizontal escalation options.
C) They complement descriptions of structural and organizational roles and responsibilities.
D) They express the level of compliance with the requested quality characteristics.

2. What is the certification audit primarily based on?

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

3. While planning for service improvements, what is an important best practice to consider?

A) The progress should be monitored closely by an independent project manager to maintain objectivity.
B) Service improvement targets should be measurable, linked to business objectives and documented in a plan.
C) The progress of service improvement should be discussed at least weekly in the steering committee.
D) The service improvement targets should not change until the target is reached, or else no consistency is maintained.

4. Why is a scope statement for ISO/IEC 20000 important?

A) It details all of the companies that have been certified
B) It identifies which processes have been excluded from the scope
C) It defines what the management system has been certified against
D) It details all of the services that have been certified

5. Security controls shall be documented. What will the controls be related to?

A) services
B) locations
C) staff
D) risks

Solutions: