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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

Question 1

What should planning for new or changed services include?

A. major non-conformities to all Underpinning Contracts (UCs)
B. trends in Capacity growth of the current applications
C. budgets and staff resources
D. recent Problems and Known Errors in the desktop environment

Question 2

Which of the following actions should be taken to ensure continual improvement of a Quality Management System?

A. Start an internal service organization evaluation
B. Review the Quality Management System at least annually
C. Analyze and evaluate the existing situation to identify areas for improvement
D. Analyze customer satisfaction and identify resulting actions

Question 3

The appointed member of management is only responsible for the co-ordination and management of all services. Can this person perform internal audits for the delivery processes?

A. Yes, because this person is not responsible for the delivery processes.
B. No, because this person is responsible for all processes and therefore he would audit his own work.
C. No, because as manager he is not competent enough.
D. Yes, because as manager he should have knowledge of performing internal audits.

Question 4

Top management has to provide evidence of its commitment to developing, implementing and improving its Service Management capability within the context of the organization's business and Customers' requirements. What is the best way that management can make this visible?

A. through leadership and actions
B. by taking disciplinary action against underperforming employees
C. by outsourcing Change Management
D. by taking part in the planning of new IT services

Question 5

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

Solutions: