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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Who should be recommended to support the Senior Responsible Owner in his/her responsibility for the delivery of the management system?

A) the senior customer representative
B) the service managers
C) the Change Advisory Board (CAB)
D) a decision taking group

2. Problem Management is responsible for carrying out trend analysis of Incident volumes and types. What is the reason for this?

A) to be able to charge to the correct users of the service
B) to prevent repetitive occurrence of Incidents
C) to provide input to the Capacity Database
D) to be able to provide reports to management

3. 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 supplier processes and procedures are defined where outsourced
B) to ensure that Service Level Agreements (SLAs) with suppliers are aligned with SLAs of the business
C) to ensure that a process exists for the procurement of suppliers
D) to ensure that subcontracted suppliers meet contractual requirements in all circumstances

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

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

5. Which one of the following standards is concerned primarily with security?

A) ISO/IEC 15504
B) ISO/IEC 27001
C) ISO 9001
D) ISO/IEC 20000

Solutions: