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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 provide input to the Service Reporting process
B) to check if related Incident records are adequately closed
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. What is the objective of a Management System?

A) To define, agree, record and manage levels of services
B) To provide the policies and the framework that is needed for the effective management and implementation of all IT services
C) To ensure that Key Performance Indicators (KPIs) are defined for all IT services
D) To ensure that new services and changes to services will be deliverable and manageable at the agreed cost and services quality

3. Which of the following actions should be taken to ensure continual improvement of a Quality Management System?

A) Review the Quality Management System at least annually
B) Analyze and evaluate the existing situation to identify areas for improvement
C) Start an internal service organization evaluation
D) Analyze customer satisfaction and identify resulting actions

4. Why are processes required?

A) to ensure that service issues never arise
B) to be able to define quality objectives in a structured manner
C) to provide consistency in the output from activities
D) to satisfy the needs of major outsource providers

5. Which service changes should be documented in change records?

A) All service changes
B) Formal closure of services
C) Staff recruitment
D) User training

Solutions: