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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

1. How should the Deming cycle be used?

A) as a model for customer orientation
B) as a model to be used during the design phase of the service
C) as a model for continual improvement
D) as a model to calculate the costs of service improvement

2. What is the objective of Service Level Management?

A) To define, agree, record and manage levels of service
B) To establish and maintain good relationships with Customers
C) To ensure that agreed service Availabilitycommittments to customers can be met in all circumstances
D) To ensure a sufficient amount of Capacity has been designated in order to achieve agreed service levels

3. Any organization may be impacted by legislative or regulatory change in the future. Where should this be covered?

A) in the Business Relationship Management process
B) in a Change request
C) in the Service Management plan
D) in the Service Level Agreement (SLA)

4. What is mandatory to define in the Incident Management procedures?

A) The escalation of Incidents
B) The recording of deficiencies in the Configuration Management Database (CMDB)
C) The recording of Problems
D) The implementation of emergency Changes

5. Which of the following defines a lifecycle that is split into four quadrants (optimizing, changing, supporting and operating)?

A) ITIL
B) CobIT TM
C) Six Sigma
D) MOF

Solutions: