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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

Question 1

Which of the following tasks is assigned to each process manager?

A. Channeling data to Problem Management
B. Ensuring the process is running effectively and efficiently
C. Setting up Service Level Agreements with the users
D. Following up on Incidents

Question 2

Who should be recommended to support the Senior Responsible Owner in his/her responsibility for the delivery of the management system?

A. the service managers
B. a decision taking group
C. the senior customer representative
D. the Change Advisory Board (CAB)

Question 3

What are the key contents of an IT Service Management system?

A. A software system for the ticket system
B. A software system to monitor the key performance indicators (KPIs)
C. Systematic processes for ticket recording and follow-up only
D. A documented organizational and operational structure

Question 4

The appointed member of management is only responsible for the co-ordination and management of all services. Can this person perform internal audits for the delivery processes?

A. No, because as manager he is not competent enough.
B. Yes, because as manager he should have knowledge of performing internal audits.
C. Yes, because this person is not responsible for the delivery processes.
D. No, because this person is responsible for all processes and therefore he would audit his own work.

Question 5

When scoping for ISO/IEC 20000, what is it that will be audited for certification?

A. the Management System in scope
B. the sections of the standard in scope
C. the services in scope
D. the ITIL processes in scope

Solutions: