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EXIN ISO / IEC 20000 Foundation Sample Questions:

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

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

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

3. Availability and Service Continuity Plans need to be developed and reviewed periodically to ensure that requirements are met as agreed in all circumstances, from normal operations through to a major loss of service. What is the minimum level of frequency with which these Plans should be developed and reviewed?

A) At least annually
B) At every change to the business environment
C) In accordance with the business needs
D) At least bi-annually

4. What triggers a re-test of the Availability and Service Continuity plans?

A) six months having passed since the last test
B) a major change to the business environment
C) a major disaster having occurred
D) significant periods of unplanned non-availability

5. When a new service is being planned, Service Level Management needs to ensure that existing performance levels of other IT services will not be unduly impacted. From which process will Service Level Management require input?

A) Financial Management for IT Services
B) Capacity Management
C) Availability Management
D) IT Service Continuity Management

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