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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

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

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

2. Availability and Service Continuity Plans need to be developed and reviewed periodically to ensure that requirements are met as agreed in all circumstances, from normal operations through to a major loss of service. What is the minimum level of frequency with which these Plans should be developed and reviewed?

A) In accordance with the business needs
B) At least bi-annually
C) At every change to the business environment
D) At least annually

3. What does an IT service definition include?

A) the use of IT to improve employee satisfaction within the organization
B) the use of IT to support the business processes of suppliers and partners
C) the use of IT to support the organizations internal business processes
D) the use of IT to support the customers business processes

4. Who or what should always be informed in case a Release is rejected, delayed or cancelled?

A) Incident Management
B) the Senior Management representative
C) Business Relationship Management
D) Change Management

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

Solutions: