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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Where are agreements regarding Service Delivery and its relationship to Security Management recorded?

A) in a Definitive Software Library (DSL)
B) in a Configuration Management Database (CMDB)
C) in a Capacity Plan
D) in a Service Level Agreement (SLA)

2. What is the purpose of CobiT TM ?

A) To provide a high level process model that organizes a broad range of IT activities
B) To provide a uniform structure to understand, implement and evaluate IT capabilities, performance and risks
C) To provide a certified measurement framework that legally provides proof of meeting the Sarbanes-Oxley (SOX) requirements
D) To provide a set of detailed practices on how to implement processes and is therefore well suited as a process implementation tool

3. Top management needs to ensure that its employees are aware of the relevance and importance of their activities. What else do all employees need to be aware of?

A) how they contribute to the achievement of the Service Management objectives
B) how they can provide policies and a framework for a Management System
C) how they contribute to the Total Cost of Ownership (TCO)
D) how they contribute to the total salary reduction

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

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

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

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

Solutions: