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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

1. The Service Provider should check that the Service Management objectives and the plan are being achieved. Which of the following items is not measured as part of this monitoring, measuring or review?

A) Resource utilization
B) Customer satisfaction
C) Major non-conformities
D) Problems

2. What purpose does implementation of a Quality Management System as per ISO/IEC 20000 serve?

A) It defines specific Key Performance Indicators (KPIs) upon which service performance can be assessed.
B) It forces the organization to adopt a hierarchical management approach.
C) It allows the suppliers to have full visibility of the organization's internal processes.
D) It provides a guideline for the Quality Management measures that must be taken to implement quality policy in an organization.

3. When scoping for ISO/IEC 20000, what is it that will be audited for certification?

A) the services in scope
B) the ITIL processes in scope
C) the Management System in scope
D) the sections of the standard in scope

4. What are the key contents of an IT Service Management System?

A) definition of corporate measures to achieve the required level of quality
B) systematic processes for ticket recording and follow-up only
C) a software system for the ticket system
D) a software system to monitor the key performance indicators (KPIs)

5. Which of the following is Problem Management primarily concerned with?

A) Looking at Security Plans
B) Looking at the Release Strategy
C) Looking at the cause of Incidents
D) Looking at the Change Plan

Solutions: