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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What is the objective of the Service Continuity and Availability Management processes?

A) to ensure that agreed Service Continuity and Availability commitments to providers can be met in all circumstances
B) to ensure that agreed levels of service commitments to Customers can be met in all circumstances
C) to ensure agreed effective communication towards Customers
D) to ensure that agreed Service Continuity and Availability commitments to Customers can be met in all circumstances

2. Which stakeholder will define service level requirements?

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

3. Which of the aspects listed below is included in ISO/IEC 20000?

A) Employee motivation
B) Standard products
C) Customer communication
D) Social responsibility

4. Which of the following tasks is assigned to each process manager?

A) Following up on Incidents
B) Setting up Service Level Agreements with the users
C) Ensuring the process is running effectively and efficiently
D) Channeling data to Problem Management

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

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

Solutions: