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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

Question 1

The appointed member of management is only responsible for the co-ordination and management of all services. Can this person perform internal audits for the delivery processes?

A. No, because this person is responsible for all processes and therefore he would audit his own work.
B. No, because as manager he is not competent enough.
C. Yes, because as manager he should have knowledge of performing internal audits.
D. Yes, because this person is not responsible for the delivery processes.

Question 2

What is the recommendation with regard to the implementation of an emergency Change?

A. There is a separate process for emergency Changes.
B. The Change process should be completely bypassed.
C. Where possible the Change process should be followed.
D. Only the senior manager should authorize emergency Changes.

Question 3

What is a benefit to an organization when the services are delivered according to ISO/IEC 20000?

A. The organization becomes more process focused and thereby more efficient.
B. The organization hasless suppliers to deal with.
C. The organization behaves in a socially responsible way.
D. The environmental needs of the employees in the organization are well looked after.

Question 4

The quality of a product may be assessed by elements such as its appearance, usefulness and robustness. Which element can be used to assess the quality of a service?

A. How well the service meets customer and user expectations
B. How much the service costs compared to other providers of the service
C. The number of people purchasing that service
D. How much the service costs divided by an average of evaluation scores

Question 5

What is the primary purpose of analyzing Change records?

A. to be able to open a new Problem record, so proactive identification of Incidents is possible
B. to detect increasing levels of Changes and emerging trends
C. to provide input to the Service Reporting process
D. to check if related Incident records are adequately closed

Solutions: