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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What is accreditation in the context of ISO/IEC 20000?

A) The notification of approved testing and certification bodies with the relevant authority for publication
B) The official recognition by a third party of organizations involved in testing, inspection and certification
C) The evaluation of test results to verify compliance with requirements plus confirmation by the certification body
D) The determination of measurement results using defined procedures on the basis of documented requirements

2. All service changes should be reflected in Change Management records. Which of the aspects below is an example of a service change, that needs to be reflected in a Change record?

A) a major Incident
B) a Service Level Agreement failure
C) an identified Problem
D) a formal closure of services

3. Which of the following tasks is assigned to each process manager?

A) Ensuring the process is running effectively and efficiently
B) Setting up Service Level Agreements with the users
C) Channeling data to Problem Management
D) Following up on Incidents

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

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

5. When a new service is being planned, Service Level Management needs to ensure that existing performance levels of other IT services will not be unduly impacted. From which process will Service Level Management require input?

A) Capacity Management
B) Availability Management
C) IT Service Continuity Management
D) Financial Management for IT Services

Solutions: