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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

Question 1

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 Service Level Agreements (SLAs) with suppliers are aligned with SLAs of the business
B. to ensure that supplier processes and procedures are defined where outsourced
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 2

Which of the following statements is true?

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

Question 3

What is the objective of the Continual Improvement (Act) stage of Planning and Implementing Service Management, as described in the ISO/IEC 20000 standard?

A. To improve the efficiency and effectiveness of service support
B. To improve the efficiency and effectiveness of service delivery and management
C. To improve the efficiency and effectiveness of the ITIL processes
D. To improve the efficiency and effectiveness of the business

Question 4

Who conducts the "first party audit"?

A. The IT Service Management organization itself
B. Customers of the IT Service Management organization
C. Other persons on behalf of the Customer
D. An external independent organization

Question 5

Top management has to provide evidence of its commitment to developing, implementing and improving its Service Management capability within the context of the organization's business and Customers' requirements. What is the best way that management can make this visible?

A. by taking part in the planning of new IT services
B. by taking disciplinary action against underperforming employees
C. through leadership and actions
D. by outsourcing Change Management

Solutions: