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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What is required to be included in proposals for new or changed services according to ISO/IEC 20000?

A) an updated Operational Level Agreement
B) the policies, plans and procedures of each process or set of processes
C) cost, organizational, technical and commercial impact
D) the Service Management plan

2. Which of the following must be included within the Service Management plan?

A) Information security controls
B) Configuration Item (CI) type
C) Tools as appropriate to support the processes
D) Return to normal working

3. Which of the following is used for the assessment of maturity of organizations?

A) CMMI
B) CobIT TM
C) ITIL
D) MOF

4. Problem Management is responsible for carrying out trend analysis of Incident volumes and types. What is the reason for this?

A) to be able to charge to the correct users of the service
B) to provide input to the Capacity Database
C) to be able to provide reports to management
D) to prevent repetitive occurrence of Incidents

5. Which of the following is a best practice for Capacity Management?

A) The Service Catalog should be maintained and kept up-to-date.
B) A Capacity plan documenting the actual performance and the expected requirements should be produced at least annually.
C) Decisions about service provision should be based on cost effectiveness comparisons.
D) The resilience of the infrastructure components should be measured and included in the Capacity plan.

Solutions: