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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

1. All service changes should be reflected in Change Management records. Which of the aspects below is an example of a service change, that needs to be reflected in a Change record?

A) a Service Level Agreement failure
B) an identified Problem
C) a formal closure of services
D) a major Incident

2. What is the purpose of a Problem review?

A) To restore the service to normal operating conditions as soon as possible
B) To seek improvements to the process and to prevent recurrence of Incidents or mistakes
C) To provide expert help on risk assessment for optimization of security procedures
D) To prevent computer systems from having too limited disk space so that capacity problems will not occur

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

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

4. Which of the following is a benefit of ISO/IEC 20000 certification?

A) It shows that the highest possible quality level has been achieved.
B) It shows that a company manages IT Services according to an independently audited quality standard.
C) It guarantees that all certified IT Service Management processes are at least audited by a registered certification body once a year.
D) It shows that a company takes quality seriously and that each service is independently audited before it is being delivered.

5. What level of Capacity is targeted by Capacity Management?

A) sufficient Capacity to meet all development and operational requirements
B) sufficient Capacity to meet agreed current and future demands
C) sufficient Capacity to meet current demands only
D) sufficient Capacity to meet all current and future demands

Solutions: