EXIN ISO / IEC 20000 Foundation : ISO20KF Exam

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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What is the definition of Availability?

A) a record containing details of which Configuration Items (CIs) are affected and how they are affected by an authorized Change
B) a snapshot of the state of a service or individual Configuration Item (CI) at a point in time
C) the ability of a component or service to perform its required function at a stated instant or over a stated period of time
D) any event which is not part of the standard operation of a service and which causes or may cause an interruption to, or a reduction in, the quality of that service

2. What are the key contents of an IT Service Management System?

A) a software system for the ticket system
B) systematic processes for ticket recording and follow-up only
C) definition of corporate measures to achieve the required level of quality
D) a software system to monitor the key performance indicators (KPIs)

3. What should not be part of a Service Level Agreement (SLA)?

A) Authorization details
B) Escalation and notification process
C) Lessons learned and improvement actions
D) Impact and priority guidelines

4. Which of the following is within the scope of the requirements of ISO/IEC 20000?

A) Service Desk
B) Information Security Management
C) Charging for IT Services
D) Operations

5. How should the Deming cycle be used?

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

Solutions: