Instantly download ISO20KF updated real questions
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Updated: Jun 03, 2026
No. of Questions: 116 Questions & Answers with Testing Engine
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EXIN ISO / IEC 20000 Foundation Sample Questions:
1. Which of the following calculates the number of defects per million opportunities?
A) ITIL
B) MOF
C) CobIT TM
D) Six Sigma
2. The ISO/IEC 20000 standard requires that a minimum set of service reports is produced. How are these service reports used?
A) As the basis for making management decisions and taking corrective actions
B) To compare the performance of the Service Desk with service targets
C) To present a professional image of the company
D) As input to financial management in order to determine charges for the service
3. What is a Configuration Baseline?
A) A benchmark of the service provider's capability
B) The change requests allocated to a release
C) A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time
D) A configuration audit report
4. What is required to be included in Release Management procedures according to ISO/IEC 20000?
A) the updating and changing of configuration information and Change records
B) the recording of all reported Incidents
C) the investigation and prevention of Security Incidents
D) the authorization and implementation of emergency Changes
5. Where would an IT service for the customer normally be defined?
A) in the IT Framework
B) in the Operational Level Agreement (OLA)
C) in the Service Catalog or the Service Level Agreement (SLA)
D) in the Service Report
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: A | Question # 3 Answer: C | Question # 4 Answer: A | Question # 5 Answer: C |
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