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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

Question 1

What is required to be included in Release Management procedures according to ISO/IEC 20000?

A. the updating and changing of configuration information and Change records
B. the authorization and implementation of emergency Changes
C. the recording of all reported Incidents
D. the investigation and prevention of Security Incidents

Question 2

For which type of organizations is ISO/IEC 20000 appropriate for use?

A. for tool vendors to specify the Service Provider's processes
B. for organizations which need to demonstrate alignment to customer requirements
C. for organizations to confirm that all of the ITIL@ guidelines have been implemented
D. for organizations wishing to certify their services

Question 3

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

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

Question 4

Which of the following statements is true?

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

Question 5

The ISO/IEC 20000 standard requires that a minimum set of service reports is produced. How are these service reports used?

A. As the basis for making management decisions and taking corrective actions
B. To present a professional image of the company
C. To compare the performance of the Service Desk with service targets
D. As input to financial management in order to determine charges for the service

Solutions: