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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

Question 1

Where would an IT service for the customer normally be defined?

A. in the Service Catalog or the Service Level Agreement (SLA)
B. in the Service Report
C. in the IT Framework
D. in the Operational Level Agreement (OLA)

Question 2

Personnel should be competent on the basis of appropriate education and experience. Which of the following is a best practice relating to competence?

A. Employees should have at least a relevantbachelors degree.
B. Appropriate records of education, training, skills and experience need to be maintained.
C. At least two employees should be suitably trained for each role.
D. Personnel should all have a relevant Security training according to ISO/IEC 27002.

Question 3

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 lists how every individual process is supported by a tool.
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 does not state any tools requirements.

Question 4

The ISO/IEC 20000 standard requires that a minimum set of service reports is produced. How are these service reports used?

A. To compare the performance of the Service Desk with service targets
B. To present a professional image of the company
C. As the basis for making management decisions and taking corrective actions
D. As input to financial management in order to determine charges for the service

Question 5

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

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

Solutions: