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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What is required to be included in Release Management procedures according to ISO/IEC 20000?

A) the updating and changing of configuration information and Change records
B) the authorization and implementation of emergency Changes
C) the investigation and prevention of Security Incidents
D) the recording of all reported Incidents

2. Why is it important for Service Providers to provide documents and records?

A) It is part of the requirements (evidence) to become ISO/IEC 20000 compliant.
B) to ensure employeesare aware of the relevance and importance of their work activities
C) to be able to uniquely identify and record all Configuration Items (CIs) in the Configuration Management Database (CMDB)
D) to ensure effective planning, operation and control of Service Management

3. How should the requirements for Service Continuity and Availability be identified?

A) This should be made up from Service requirements and Service Level Agreements (SLAs) if available.
B) This should be calculated based upon historical data for major Incidents and their consequences for the organization.
C) This should be done on the basis of Customer satisfaction investigations, so that the real user need can be clearly identified.
D) This should be identified based upon the business priorities, Service Level Agreements (SLAs) and assessed risks.

4. 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 the ITIL processes
C) To improve the efficiency and effectiveness of service delivery and management
D) To improve the efficiency and effectiveness of the business

5. Which of the following is a benefit of ISO/IEC 20000 certification?

A) It shows that a company manages IT Services according to an independently audited quality standard.
B) It guarantees that all certified IT Service Management processes are at least audited by a registered certification body once a year.
C) It shows that the highest possible quality level has been achieved.
D) It shows that a company takes quality seriously and that each service is independently audited before it is being delivered.

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