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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

Question 1

While planning for service improvements, what is an important best practice to consider?

A. The progress of service improvement should be discussed at least weekly in the steering committee.
B. The service improvement targets should not change until the target is reached, or else no consistency is maintained.
C. Service improvement targets should be measurable, linked to business objectives and documented in a plan.
D. The progress should be monitored closely by an independent project manager to maintain objectivity.

Question 2

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

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

Question 3

What is a responsibility of the Service Provider with regard to Supplier Management as defined in ISO/IEC 20000-1:2005?

A. to ensure that supplier processes and procedures are defined where outsourced
B. to ensure that Service Level Agreements (SLAs) with suppliers are aligned with SLAs of the business
C. to ensure that a process exists for the procurement of suppliers
D. to ensure that subcontracted suppliers meet contractual requirements in all circumstances

Question 4

What is the definition of Availability?

A. a snapshot of the state of a service or individual Configuration Item (CI) at a point in time
B. the ability of a component or service to perform its required function at a stated instant or over a stated period of time
C. a record containing details of which Configuration Items (CIs) are affected and how they are affected by an authorized Change
D. any event which is not part of the standard operation of a service and which causes or may cause an interruption to, or a reduction in, the quality of that service

Question 5

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

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

Solutions: