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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

Question 1

Which of the following is an ISO/IEC 20000 requirement relating to the service management plan?

A. it must include the scope of the organization's service management plan
B. it must include the documented procedures specified by the standard
C. it must be available in at least one hard copy and approved
D. It must never include any know-how of the organization

Question 2

What should planning for new or changed services include?

A. recent Problems and Known Errors in the desktop environment
B. major non-conformities to all Underpinning Contracts (UCs)
C. trends in Capacity growth of the current applications
D. budgets and staff resources

Question 3

What is according to ISO/IEC 20000 a required part of the planning for new or changed services?

A. establishing a good relationship with the Customer
B. setting up a process to deal with contractual disputes
C. the process for identifying, measuring, reporting and managing improvement activities
D. service acceptance criteria

Question 4

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 the business and suppliers are directly informed of Major Incidents
C. that all parties understand the business needs, responsibilities and obligations
D. that there is a frequent contact between the suppliers and the business to resolve dissatisfaction issues

Question 5

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

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

Solutions: