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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What is the primary purpose of analyzing Change records?

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

2. Targets for resolution should be based on priority. When scheduling Incident or Problem resolution, which of the following should not be taken into account?

A) the competing requirements for resources
B) the effort/cost to provide the method of resolution
C) the available skills
D) the number of previously reported Incidents for the particular Configuration Item (CI)

3. What is the objective of planning and implementing new or changed services?

A) To ensure that new services and changes to services will be deliverable and manageable at the agreed cost and service quality
B) To ensure that all Changes are assessed, approved, implemented and reviewed in a controlled manner
C) To ensure that approved Changes are implemented in the IT infrastructure with acceptable risks for the current and new IT services
D) To ensure that standard methods and procedures are used so that Changes can be handled quickly and with the lowest possible negative impact on service quality

4. Customer satisfaction measurement is an important activity in the Business Relationship Management process. What is the objective of Customer satisfaction measurement?

A) to enable the Service Provider to compare performance with the Customer satisfaction targets and previous surveys
B) to gather information about potential new services that might be interesting for the end users of the services
C) to optimize the resolution processes so that service levels are exceeded
D) to reduce Incidents during the service delivery process

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

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

Solutions: