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EXIN ISO / IEC 20000 Foundation Sample Questions:
1. Targets for resolution should be based on priority. When scheduling Incident or Problem resolution, which of the following should not be taken into account?
A) the effort/cost to provide the method of resolution
B) the available skills
C) the number of previously reported Incidents for the particular Configuration Item (CI)
D) the competing requirements for resources
2. Personnel should be competent on the basis of appropriate education and experience. Which of the following is a best practice relating to competence?
A) Employees should have at least a relevantbachelors degree.
B) At least two employees should be suitably trained for each role.
C) Appropriate records of education, training, skills and experience need to be maintained.
D) Personnel should all have a relevant Security training according to ISO/IEC 27002.
3. Which of the following must be included within the Service Management plan?
A) Tools as appropriate to support the processes
B) Configuration Item (CI) type
C) Return to normal working
D) Information security controls
4. What is a Configuration Baseline?
A) A configuration audit report
B) The change requests allocated to a release
C) A benchmark of the service provider's capability
D) A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time
5. New or changed services need to be accepted before being implemented into the live environment. What shall be done after a new or changed service has been implemented?
A) A Post Implementation Review (PIR) is held comparing actual outcomes against those planned.
B) An approach needs to be defined for interfacing to projects that are creating or modifying services.
C) The manner in which the Change shall be reversed or remedied if unsuccessful needs to be defined.
D) Nothing additional: the new or changed service goes into Business As Usual and will be managed as a normal service.
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: C | Question # 3 Answer: A | Question # 4 Answer: D | Question # 5 Answer: A |
By Cornelia
