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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

1. 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 all Changes are assessed, approved, implemented and reviewed in a controlled manner
C) To ensure that approved Changes are implemented in the IT infrastructure with acceptable risks for the current and new IT services
D) 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

2. Which standard describes the fundamental aspects of Quality Management Systems?

A) ISO/IEC 20000
B) ISO/IEC 27001
C) ISO 9000
D) ISO/IEC 15504

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

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

4. According to ISO/IEC 20000, what is the minimum frequency for the Service Provider and the Customer to attend a service review meeting for discussing changes to the service scope?

A) quarterly
B) annually
C) only when there is a businessneed to change the service
D) monthly

5. When should the final closure of an Incident record be completed?

A) when all relevant information for classification and routing has been entered
B) when the Incident is solved and normal operation is restored
C) when the initiating user has been given the opportunity to confirm that the service is restored
D) when the Incident has been dispatched outside the Service Desk department

Solutions: