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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Security controls shall be documented. What will the controls be related to?

A) risks
B) services
C) staff
D) locations

2. Why are processes required?

A) to ensure that service issues never arise
B) to be able to define quality objectives in a structured manner
C) to satisfy the needs of major outsource providers
D) to provide consistency in the output from activities

3. What is a benefit to an organization when the services are delivered according to ISO/IEC 20000?

A) The environmental needs of the employees in the organization are well looked after.
B) The organization hasless suppliers to deal with.
C) The organization becomes morecustomer focused.
D) The organization behaves in a socially responsible way.

4. What is accreditation in the context of ISO/IEC 20000?

A) The determination of measurement results using defined procedures on the basis of documented requirements
B) The notification of approved testing and certification bodies with the relevant authority for publication
C) The evaluation of test results to verify compliance with requirements plus confirmation by the certification body
D) The official recognition by a third party of organizations involved in testing, inspection and certification

5. According to ISO/IEC 20000, what is the minimum frequency for the Service Provider and the Customer to attend a service review meeting for discussing changes to the service scope?

A) only when there is a businessneed to change the service
B) annually
C) monthly
D) quarterly

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