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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

1. In planning to implement Service Management, what does the plan need to say regarding tools according to ISO/IEC 20000-2:2005?

A) The plan does not state any tools requirements.
B) The plan lists how every individual process is supported by a tool.
C) The plan defines the tools as appropriate to support the processes.
D) The plan details the effects of new technologies and techniques on capacity.

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

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

3. The appointed member of management is only responsible for the co-ordination and management of all services. Can this person perform internal audits for the delivery processes?

A) No, because as manager he is not competent enough.
B) Yes, because as manager he should have knowledge of performing internal audits.
C) Yes, because this person is not responsible for the delivery processes.
D) No, because this person is responsible for all processes and therefore he would audit his own work.

4. New or changed services need to be accepted before being implemented into the live environment. What shall be done after a new or changed service has been implemented?

A) A Post Implementation Review (PIR) is held comparing actual outcomes against those planned.
B) An approach needs to be defined for interfacing to projects that are creating or modifying services.
C) The manner in which the Change shall be reversed or remedied if unsuccessful needs to be defined.
D) Nothing additional: the new or changed service goes into Business As Usual and will be managed as a normal service.

5. When should the final closure of an Incident record be completed?

A) when all relevant information for classification and routing has been entered
B) when the Incident is solved and normal operation is restored
C) when the Incident has been dispatched outside the Service Desk department
D) when the initiating user has been given the opportunity to confirm that the service is restored

Solutions: