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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

Question 1

What does an IT service definition include?

A. the use of IT to support the customers business processes
B. the use of IT to improve employee satisfaction within the organization
C. the use of IT to support the organizations internal business processes
D. the use of IT to support the business processes of suppliers and partners

Question 2

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

A. It shows that a company manages IT Services according to an independently audited quality standard.
B. It shows that the highest possible quality level has been achieved.
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.

Question 3

When a new service is being planned, Service Level Management needs to ensure that existing performance levels of other IT services will not be unduly impacted. From which process will Service Level Management require input?

A. Capacity Management
B. Financial Management for IT Services
C. IT Service Continuity Management
D. Availability Management

Question 4

Top management has to provide evidence of its commitment to developing, implementing and improving its Service Management capability within the context of the organization's business and Customers' requirements. What is the best way that management can make this visible?

A. by taking part in the planning of new IT services
B. by outsourcing Change Management
C. through leadership and actions
D. by taking disciplinary action against underperforming employees

Question 5

According to the ISO/IEC 20000 standard it is important that a process exists to deal with contractual disputes with suppliers. Which process is responsible for the definition of this process?

A. Contract Management
B. Supplier Management
C. Service Level Management
D. Business Relationship Management

Solutions: