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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Why is it important that reviews are conducted at regular intervals during the Check phase of the Plan-Do-Check-Act (PDCA) methodology?

A) to be able to establish the Service Management policy, objectives and plans
B) to be able to define the objectives and requirements that are to be achieved by Service Management
C) to be able to allocate roles and responsibilities
D) to determine whether the Service Management requirements are effectively implemented and maintained

2. Which type of event or activity can trigger a service Change, which would need to be catered for in the Service Management plan?

A) Major Incident
B) Service improvement activities
C) Urgent Change
D) System Lifecycle Management

3. What is a responsibility of the Service Provider with regard to Supplier Management as defined in ISO/IEC 20000-1:2005?

A) to ensure that Service Level Agreements (SLAs) with suppliers are aligned with SLAs of the business
B) to ensure that subcontracted suppliers meet contractual requirements in all circumstances
C) to ensure that supplier processes and procedures are defined where outsourced
D) to ensure that a process exists for the procurement of suppliers

4. Why is a scope statement for ISO/IEC 20000 important?

A) It defines what the management system has been certified against
B) It details all of the companies that have been certified
C) It identifies which processes have been excluded from the scope
D) It details all of the services that have been certified

5. Which stakeholder will define service level requirements?

A) Supplier
B) End user
C) Service Provider
D) Customer

Solutions: