EXIN ISO20KF : ISO / IEC 20000 Foundation

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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Which processes should the Plan, Do, Check, Act methodology be applied to?

A) the Planning & Implementing Service Management process
B) all of the processes in scope of ISO/IEC 20000
C) the Requirements for a Management System process
D) those that support business critical services

2. What is the objective of the Continual Improvement (Act) stage of Planning and Implementing Service Management, as described in the ISO/IEC 20000 standard?

A) To improve the efficiency and effectiveness of service delivery and management
B) To improve the efficiency and effectiveness of the business
C) To improve the efficiency and effectiveness of the ITIL processes
D) To improve the efficiency and effectiveness of service support

3. What is required to be included in proposals for new or changed services according to ISO/IEC 20000?

A) cost, organizational, technical and commercial impact
B) the Service Management plan
C) an updated Operational Level Agreement
D) the policies, plans and procedures of each process or set of processes

4. What is the definition of Availability?

A) any event which is not part of the standard operation of a service and which causes or may cause an interruption to, or a reduction in, the quality of that service
B) the ability of a component or service to perform its required function at a stated instant or over a stated period of time
C) a snapshot of the state of a service or individual Configuration Item (CI) at a point in time
D) a record containing details of which Configuration Items (CIs) are affected and how they are affected by an authorized Change

5. What is the objective of planning and implementing new or changed services?

A) To ensure that approved Changes are implemented in the IT infrastructure with acceptable risks for the current and new IT services
B) To ensure that all Changes are assessed, approved, implemented and reviewed in a controlled manner
C) To ensure that standard methods and procedures are used so that Changes can be handled quickly and with the lowest possible negative impact on service quality
D) To ensure that new services and changes to services will be deliverable and manageable at the agreed cost and service quality

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