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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

1. 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 Report
D) in the Service Catalog or the Service Level Agreement (SLA)

2. What details should be recorded as a baseline prior to implementing a plan for service improvement?

A) service quality and levels
B) backlog of changes for the service
C) time taken to operate the process
D) number of staff involved

3. Which of the following statements is true?

A) There shall be an integrated approach to Change and Configuration Management planning.
B) Release Management shall be implemented only after the processes Change Management and Configuration Management have become mature.
C) Change Management is the most important of the Control processes.
D) Release Management, Change Management and Configuration Management are Control processes.

4. Why is it important for Service Providers to provide documents and records?

A) to be able to uniquely identify and record all Configuration Items (CIs) in the Configuration Management Database (CMDB)
B) to ensure employeesare aware of the relevance and importance of their work activities
C) It is part of the requirements (evidence) to become ISO/IEC 20000 compliant.
D) to ensure effective planning, operation and control of Service Management

5. An approach to developing and implementing a Quality Management System consists of several steps. Which of the following is not a necessary step?

A) establishing methods to measure the effectiveness and efficiency of each process
B) agreeing to the quality policy and objectives with the Change Manager
C) determining the needs and expectations of Customers and other interested parties
D) determining and providing the resources necessary to attain the quality objectives

Solutions: