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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

Question 1

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

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

Question 2

It is essential that an owner at senior level has overall responsibility for Service Management. Which of the statements below is a best practice?

A. A senior responsible owner should ensure resourcing for service improvement activities.
B. A senior responsible owner should be assigned as chairman of the Change Advisory Board (CAB).
C. A senior responsible owner should handle all customer complaints to be able to improve customer satisfaction.
D. A senior responsible owner should haveresponsiblity for Customer Relationship Management.

Question 3

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

Question 4

What purpose can the ISO/IEC 20000 standard serve?

A. It helps to decide on the requirements that need to be verified within the scope of a supply agreement.
B. It defines specific Key Performance Indicators (KPIs) upon which service performance can be assessed.
C. It provides a yardstick for the design of a Total Quality Management System.
D. It defines the requirements to be satisfied in a certification audit.

Question 5

What is SixSigma@?

A. It is a quality instrument to measure defects in process outputs.
B. It is a standard that is recently developed for improvement of IT processes.
C. It is a six step maturity model to improve the capability of business processes.
D. It is a structured, statistically based approach to process improvement.

Solutions: