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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What is according to ISO/IEC 20000 a required part of the planning for new or changed services?

A) setting up a process to deal with contractual disputes
B) service acceptance criteria
C) the process for identifying, measuring, reporting and managing improvement activities
D) establishing a good relationship with the Customer

2. Which of the following actions should be taken to ensure continual improvement of a Quality Management System?

A) Start an internal service organization evaluation
B) Review the Quality Management System at least annually
C) Analyze customer satisfaction and identify resulting actions
D) Analyze and evaluate the existing situation to identify areas for improvement

3. Top management has to provide evidence of its commitment to developing, implementing and improving its Service Management capability within the context of the organization's business and Customers' requirements. What is the best way that management can make this visible?

A) by taking part in the planning of new IT services
B) by taking disciplinary action against underperforming employees
C) through leadership and actions
D) by outsourcing Change Management

4. The Service Provider should check that the Service Management objectives and the plan are being achieved. Which of the following items is not measured as part of this monitoring, measuring or review?

A) Major non-conformities
B) Problems
C) Customer satisfaction
D) Resource utilization

5. What does an IT service definition include?

A) the use of IT to support the customers business processes
B) the use of IT to support the organizations internal business processes
C) the use of IT to support the business processes of suppliers and partners
D) the use of IT to improve employee satisfaction within the organization

Solutions: