EXIN ISO20KF Exam : ISO / IEC 20000 Foundation

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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Which processes should the Plan, Do, Check, Act methodology be applied to?

A) all of the processes in scope of ISO/IEC 20000
B) those that support business critical services
C) the Planning & Implementing Service Management process
D) the Requirements for a Management System process

2. What should not be part of a Service Level Agreement (SLA)?

A) Authorization details
B) Impact and priority guidelines
C) Escalation and notification process
D) Lessons learned and improvement actions

3. It is essential that an owner at senior level has overall responsibility for Service Management. Which of the statements below is a best practice?

A) A senior responsible owner should haveresponsiblity for Customer Relationship Management.
B) A senior responsible owner should handle all customer complaints to be able to improve customer satisfaction.
C) A senior responsible owner should be assigned as chairman of the Change Advisory Board (CAB).
D) A senior responsible owner should ensure resourcing for service improvement activities.

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) 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
D) a record containing details of which Configuration Items (CIs) are affected and how they are affected by an authorized Change

5. Which audit is conducted by, or on behalf of, the organization itself for internal purposes and can form the basis for an organization's self-declaration of conformity?

A) Second party audit
B) Fourth party audit
C) First party audit
D) Third party audit

Solutions: