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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

Question 1

An approach to developing and implementing a Quality Management System consists of several steps. Which of the following is not a necessary step?

A. determining the needs and expectations of Customers and other interested parties
B. determining and providing the resources necessary to attain the quality objectives
C. agreeing to the quality policy and objectives with the Change Manager
D. establishing methods to measure the effectiveness and efficiency of each process

Question 2

Why is it important for Service Providers to provide documents and records?

A. to ensure employeesare aware of the relevance and importance of their work activities
B. to be able to uniquely identify and record all Configuration Items (CIs) in the Configuration Management Database (CMDB)
C. It is part of the requirements (evidence) to become ISO/IEC 20000 compliant.
D. to ensure effective planning, operation and control of Service Management

Question 3

Who conducts the "first party audit"?

A. The IT Service Management organization itself
B. An external independent organization
C. Customers of the IT Service Management organization
D. Other persons on behalf of the Customer

Question 4

How should the Deming cycle be used?

A. as a model to be used during the design phase of the service
B. as a model to calculate the costs of service improvement
C. as a model for customer orientation
D. as a model for continual improvement

Question 5

New or changed services need to be accepted before being implemented into the live environment. What shall be done after a new or changed service has been implemented?

A. The manner in which the Change shall be reversed or remedied if unsuccessful needs to be defined.
B. Nothing additional: the new or changed service goes into Business As Usual and will be managed as a normal service.
C. A Post Implementation Review (PIR) is held comparing actual outcomes against those planned.
D. An approach needs to be defined for interfacing to projects that are creating or modifying services.

Solutions: