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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Who or what should always be informed in case a Release is rejected, delayed or cancelled?

A) Business Relationship Management
B) the Senior Management representative
C) Incident Management
D) Change Management

2. Which of the following calculates the number of defects per million opportunities?

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

3. What is the objective of IT Service Management?

A) to provide management of services to meet business requirements
B) to provide critical services to business customers
C) to provide services to the maximum level to the business
D) to provide guaranteed service levels against business requirements

4. 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 Service Level Agreement (SLA)
D) in a Capacity Plan

5. What is SixSigma@?

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

Solutions: