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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

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

Question 2

What is the objective of IT Service Management?

A. to provide services to the maximum level to the business
B. to provide guaranteed service levels against business requirements
C. to provide critical services to business customers
D. to provide management of services to meet business requirements

Question 3

Which of the following is used as a set of guidance materials for IT governance?

A. ISO/IEC 20000
B. ISO 9000
C. CobITTM
D. MOF

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. How much the service costs divided by an average of evaluation scores
D. The number of people purchasing that service

Question 5

How should the requirements for Service Continuity and Availability be identified?

A. This should be done on the basis of Customer satisfaction investigations, so that the real user need can be clearly identified.
B. This should be identified based upon the business priorities, Service Level Agreements (SLAs) and assessed risks.
C. This should be made up from Service requirements and Service Level Agreements (SLAs) if available.
D. This should be calculated based upon historical data for major Incidents and their consequences for the organization.

Solutions: