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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Top management has to provide evidence of its commitment to developing, implementing and improving its Service Management capability within the context of the organization's business and Customers' requirements. What is the best way that management can make this visible?

A) through leadership and actions
B) by taking part in the planning of new IT services
C) by outsourcing Change Management
D) by taking disciplinary action against underperforming employees

2. What is SixSigma@?

A) It is a structured, statistically based approach to process improvement.
B) It is a six step maturity model to improve the capability of business processes.
C) It is a standard that is recently developed for improvement of IT processes.
D) It is a quality instrument to measure defects in process outputs.

3. When scoping for ISO/IEC 20000, what is it that will be audited for certification?

A) the services in scope
B) the Management System in scope
C) the sections of the standard in scope
D) the ITIL processes in scope

4. What is the certification audit primarily based on?

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

5. What is the recommendation with regard to the implementation of an emergency Change?

A) The Change process should be completely bypassed.
B) Where possible the Change process should be followed.
C) There is a separate process for emergency Changes.
D) Only the senior manager should authorize emergency Changes.

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