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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

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 Operational Level Agreement (OLA)
C) in the Service Report
D) in the IT Framework

2. What does a quality policy aim to define?

A) the formally expressed quality intentions and direction of an organization
B) the legal obligations that the organization must fulfill
C) the requirements of the customer as stated in the Service Level Agreement (SLA)
D) the requirements of ISO/IEC 20000

3. Top management needs to ensure that its employees are aware of the relevance and importance of their activities. What else do all employees need to be aware of?

A) how they contribute to the total salary reduction
B) how they contribute to the Total Cost of Ownership (TCO)
C) how they can provide policies and a framework for a Management System
D) how they contribute to the achievement of the Service Management objectives

4. What should planning for a new or changed service consider?

A) a complete review of all recent security breaches
B) Known Errors to file systems
C) the existing service levels
D) verification that the appropriate level of testing is completed

5. Which statement below is not a purpose of Supplier Management procedures?

A) That it is made clear that the supplier cannot subcontract part of the delivered services to the Service Provider
B) That business transactions between all parties are recorded
C) That information on the performance of all suppliers can be observed and acted upon
D) That the suppliers understand their obligation to the Service Provider

Solutions: