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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What does the standard explicitly recommend to be implemented with Configuration Management?

A) Change and Security
B) Release
C) Change
D) Change and Release

2. What does a quality policy aim to define?

A) the requirements of the customer as stated in the Service Level Agreement (SLA)
B) the requirements of ISO/IEC 20000
C) the formally expressed quality intentions and direction of an organization
D) the legal obligations that the organization must fulfill

3. During an audit, evidence is required for Service Management policies, plans and procedures. Who should ensure that this evidence is available?

A) the Business Relationship process owner
B) theSenior responsible owner
C) the Auditor
D) the Service Level Manager

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

5. What purpose can the ISO/IEC 20000 standard serve?

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

Solutions: