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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

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

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

2. To which process shall Problem Management ensure that up-to-date information on Known Errors and corrected Problems is available?

A) Configuration Management
B) Incident Management
C) all ISO/IEC 20000 processes
D) Availability Management

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

4. In planning to implement Service Management, what does the plan need to say regarding tools according to ISO/IEC 20000-2:2005?

A) The plan does not state any tools requirements.
B) The plan defines the tools as appropriate to support the processes.
C) The plan details the effects of new technologies and techniques on capacity.
D) The plan lists how every individual process is supported by a tool.

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

A) It forces the organization to adopt a hierarchical management approach.
B) It defines specific Key Performance Indicators (KPIs) upon which service performance can be assessed.
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.

Solutions: