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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What is a shared concept of both ISO/IEC 27001 and ISO/IEC 20000?

A) Incident Management
B) Release Management
C) Information Security Management
D) Capacity Management

2. What can be improved by achieving quality objectives?

A) relationship with interested suppliers
B) personal satisfaction of the Configuration Manager
C) effectiveness of the service
D) relationship with unauthorized parties

3. Which of the following defines a lifecycle that is split into four quadrants (optimizing, changing, supporting and operating)?

A) MOF
B) CobIT TM
C) ITIL
D) Six Sigma

4. When should the final closure of an Incident record be completed?

A) when the Incident is solved and normal operation is restored
B) when the Incident has been dispatched outside the Service Desk department
C) when all relevant information for classification and routing has been entered
D) when the initiating user has been given the opportunity to confirm that the service is restored

5. Part of the Configuration Management process is about Configuration identification. What should be included as an attribute of a managed Configuration Item (CI)?

A) Known Errors
B) Licenses
C) Incidents
D) Requests for Change (RFCs)

Solutions: