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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What are the key contents of an IT Service Management System?

A) definition of corporate measures to achieve the required level of quality
B) systematic processes for ticket recording and follow-up only
C) a software system for the ticket system
D) a software system to monitor the key performance indicators (KPIs)

2. Why is it important for Service Providers to provide documents and records?

A) to ensure effective planning, operation and control of Service Management
B) to ensure employeesare aware of the relevance and importance of their work activities
C) to be able to uniquely identify and record all Configuration Items (CIs) in the Configuration Management Database (CMDB)
D) It is part of the requirements (evidence) to become ISO/IEC 20000 compliant.

3. What is the objective of the Continual Improvement (Act) stage of Planning and Implementing Service Management, as described in the ISO/IEC 20000 standard?

A) To improve the efficiency and effectiveness of the business
B) To improve the efficiency and effectiveness of service delivery and management
C) To improve the efficiency and effectiveness of service support
D) To improve the efficiency and effectiveness of the ITIL processes

4. Which of the following is Problem Management primarily concerned with?

A) Looking at the Change Plan
B) Looking at the Release Strategy
C) Looking at Security Plans
D) Looking at the cause of Incidents

5. 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) Incident Management
D) Configuration Management

Solutions: