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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What is the definition of Availability?

A) any event which is not part of the standard operation of a service and which causes or may cause an interruption to, or a reduction in, the quality of that service
B) the ability of a component or service to perform its required function at a stated instant or over a stated period of time
C) a snapshot of the state of a service or individual Configuration Item (CI) at a point in time
D) a record containing details of which Configuration Items (CIs) are affected and how they are affected by an authorized Change

2. The success and failure of Releases shall be measured. What is included in these measurements?

A) the Request for Change (RFC)
B) the frequency and types of Releases
C) the Incidents related to a Release in the period following a Release
D) the Release dates

3. Who has a responsibility in continual improvement?

A) all employees
B) the customer
C) Quality experts only
D) Management only

4. What is required to be included in Release Management procedures according to ISO/IEC 20000?

A) the authorization and implementation of emergency Changes
B) the recording of all reported Incidents
C) the investigation and prevention of Security Incidents
D) the updating and changing of configuration information and Change records

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

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

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