EXIN ISO20KF - ISO / IEC 20000 Foundation

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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

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

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

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

3. Where are agreements regarding Service Delivery and its relationship to Security Management recorded?

A) in a Definitive Software Library (DSL)
B) in a Capacity Plan
C) in a Configuration Management Database (CMDB)
D) in a Service Level Agreement (SLA)

4. What shall the Service Level Agreements (SLAs) with the suppliers be aligned with?

A) The Service Management Plans
B) The SLAs with the other parties
C) The Service Level Plans
D) The SLAs with the customers

5. What is the objective of planning and implementing new or changed services?

A) To ensure that new services and changes to services will be deliverable and manageable at the agreed cost and service quality
B) To ensure that standard methods and procedures are used so that Changes can be handled quickly and with the lowest possible negative impact on service quality
C) To ensure that all Changes are assessed, approved, implemented and reviewed in a controlled manner
D) To ensure that approved Changes are implemented in the IT infrastructure with acceptable risks for the current and new IT services

Solutions: