EXIN ISO / IEC 20000 Foundation : ISO20KF

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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What is a benefit to an organization when the services are delivered according to ISO/IEC 20000?

A) The environmental needs of the employees in the organization are well looked after.
B) The organization behaves in a socially responsible way.
C) The organization hasless suppliers to deal with.
D) The organization becomes more process focused and thereby more efficient.

2. What is the purpose of a Problem review?

A) To provide expert help on risk assessment for optimization of security procedures
B) To seek improvements to the process and to prevent recurrence of Incidents or mistakes
C) To prevent computer systems from having too limited disk space so that capacity problems will not occur
D) To restore the service to normal operating conditions as soon as possible

3. 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 haveresponsiblity for Customer Relationship Management.
D) A senior responsible owner should be assigned as chairman of the Change Advisory Board (CAB).

4. How should the requirements for Service Continuity and Availability be identified?

A) This should be made up from Service requirements and Service Level Agreements (SLAs) if available.
B) This should be calculated based upon historical data for major Incidents and their consequences for the organization.
C) This should be identified based upon the business priorities, Service Level Agreements (SLAs) and assessed risks.
D) This should be done on the basis of Customer satisfaction investigations, so that the real user need can be clearly identified.

5. What should planning for a new or changed service consider?

A) the existing service levels
B) verification that the appropriate level of testing is completed
C) Known Errors to file systems
D) a complete review of all recent security breaches

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