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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What does an IT service definition include?

A) the use of IT to support the organizations internal business processes
B) the use of IT to support the business processes of suppliers and partners
C) the use of IT to support the customers business processes
D) the use of IT to improve employee satisfaction within the organization

2. Personnel should be competent on the basis of appropriate education and experience. Which of the following is a best practice relating to competence?

A) Personnel should all have a relevant Security training according to ISO/IEC 27002.
B) Employees should have at least a relevantbachelors degree.
C) At least two employees should be suitably trained for each role.
D) Appropriate records of education, training, skills and experience need to be maintained.

3. Top management needs to ensure that its employees are aware of the relevance and importance of their activities. What else do all employees need to be aware of?

A) how they contribute to the Total Cost of Ownership (TCO)
B) how they contribute to the achievement of the Service Management objectives
C) how they can provide policies and a framework for a Management System
D) how they contribute to the total salary reduction

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

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

5. The Plan-Do-Check-Act (PDCA) methodology can be applied to all ISO/IEC 20000 processes. What does the Act phase of this methodology cover?

A) monitoring and measuring processes and services and reporting the results
B) taking the necessary actions to continually improve process performance
C) establishing the objectives and processes necessary to deliver results in accordance with Customer requirements and the organization's policies
D) implementation of the processes

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