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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

1. The Relationship processes describe the relationships with the business and with the suppliers. What should the Relationship processes ensure?

A) that there is a frequent contact between the suppliers and the business to resolve dissatisfaction issues
B) that the business and suppliers are directly informed of Major Incidents
C) that all parties understand the business needs, responsibilities and obligations
D) that the service levels for all services are consistent in the supply chain

2. During an audit, evidence is required for Service Management policies, plans and procedures. Who should ensure that this evidence is available?

A) the Auditor
B) the Business Relationship process owner
C) theSenior responsible owner
D) the Service Level Manager

3. What are the key contents of an IT Service Management System?

A) definition of corporate measures to achieve the required level of quality
B) systematic processes for ticket recording and follow-up only
C) a software system for the ticket system
D) a software system to monitor the key performance indicators (KPIs)

4. What is the correct way to make a change to a contract as a result of a major review of an authorized contract?

A) through the Business Relationship Management process
B) through the Change Management process
C) through the Customer representative
D) through the Supplier Management process

5. What is the objective of planning and implementing new or changed services?

A) To ensure that standard methods and procedures are used so that Changes can be handled quickly and with the lowest possible negative impact on service quality
B) To ensure that new services and changes to services will be deliverable and manageable at the agreed cost and service quality
C) To ensure that all Changes are assessed, approved, implemented and reviewed in a controlled manner
D) To ensure that approved Changes are implemented in the IT infrastructure with acceptable risks for the current and new IT services

Solutions: