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EXIN ISO / IEC 20000 Foundation Sample Questions:
1. Why is a scope statement for ISO/IEC 20000 important?
A) It identifies which processes have been excluded from the scope
B) It details all of the companies that have been certified
C) It details all of the services that have been certified
D) It defines what the management system has been certified against
2. Which stakeholder will define service level requirements?
A) Customer
B) Supplier
C) Service Provider
D) End user
3. All service changes should be reflected in Change Management records. Which of the aspects below is an example of a service change, that needs to be reflected in a Change record?
A) a major Incident
B) an identified Problem
C) a Service Level Agreement failure
D) a formal closure of services
4. Personnel should be competent on the basis of appropriate education and experience. Which of the following is a best practice relating to competence?
A) At least two employees should be suitably trained for each role.
B) Personnel should all have a relevant Security training according to ISO/IEC 27002.
C) Employees should have at least a relevantbachelors degree.
D) Appropriate records of education, training, skills and experience need to be maintained.
5. What should planning for a new or changed service consider?
A) a complete review of all recent security breaches
B) verification that the appropriate level of testing is completed
C) Known Errors to file systems
D) the existing service levels
Solutions:
Question # 1 Answer: D | Question # 2 Answer: A | Question # 3 Answer: D | Question # 4 Answer: D | Question # 5 Answer: D |