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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

1. The Service Provider should check that the Service Management objectives and the plan are being achieved. Which of the following items is not measured as part of this monitoring, measuring or review?

A) Customer satisfaction
B) Major non-conformities
C) Resource utilization
D) Problems

2. What is the objective of the Service Continuity and Availability Management processes?

A) to ensure agreed effective communication towards Customers
B) to ensure that agreed Service Continuity and Availability commitments to providers can be met in all circumstances
C) to ensure that agreed Service Continuity and Availability commitments to Customers can be met in all circumstances
D) to ensure that agreed levels of service commitments to Customers can be met in all circumstances

3. Any organization may be impacted by legislative or regulatory change in the future. Where should this be covered?

A) in the Service Level Agreement (SLA)
B) in the Service Management plan
C) in a Change request
D) in the Business Relationship Management process

4. All service changes should be reflected in Change Management records. Which of the aspects below is an example of a service change, that needs to be reflected in a Change record?

A) a Service Level Agreement failure
B) an identified Problem
C) a major Incident
D) a formal closure of services

5. Who or what should always be informed in case a Release is rejected, delayed or cancelled?

A) Change Management
B) the Senior Management representative
C) Incident Management
D) Business Relationship Management

Solutions: