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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

Question 1

What should Quality Management Systems encourage organizations to do?

A. To define processesthat contribute to customer acceptance of services
B. To achieve the lowest cost of service provision
C. To achieve the maximum level of service possible
D. To define as many metrics as possible for each process to ensure strong control

Question 2

What is the added value of a service being delivered?

A. You do not have to invest in a process to control it.
B. The outcomes have a lower total cost of ownership than when the value is produced within the customer organization.
C. You do not have the ownership of specific costs and risks in producing the service.
D. You can specifically define the service by means of a Service Level Agreement (SLA).

Question 3

What is a Configuration Baseline?

A. The change requests allocated to a release
B. A benchmark of the service provider's capability
C. A configuration audit report
D. A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time

Question 4

What is the objective of Service Level Management?

A. To ensure that agreed service Availabilitycommittments to customers can be met in all circumstances
B. To ensure a sufficient amount of Capacity has been designated in order to achieve agreed service levels
C. To define, agree, record and manage levels of service
D. To establish and maintain good relationships with Customers

Question 5

What triggers a re-test of the Availability and Service Continuity plans?

A. a major change to the business environment
B. a major disaster having occurred
C. significant periods of unplanned non-availability
D. six months having passed since the last test

Solutions: