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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

Question 1

Part of the Configuration Management process is about Configuration identification. What should be included as an attribute of a managed Configuration Item (CI)?

A. Incidents
B. Requests for Change (RFCs)
C. Known Errors
D. Licenses

Question 2

An approach to developing and implementing a Quality Management System consists of several steps. Which of the following is not a necessary step?

A. determining and providing the resources necessary to attain the quality objectives
B. agreeing to the quality policy and objectives with the Change Manager
C. determining the needs and expectations of Customers and other interested parties
D. establishing methods to measure the effectiveness and efficiency of each process

Question 3

What details should be recorded as a baseline prior to implementing a plan for service improvement?

A. time taken to operate the process
B. backlog of changes for the service
C. service quality and levels
D. number of staff involved

Question 4

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

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

Question 5

Why is it important that reviews are conducted at regular intervals during the Check phase of the Plan-Do-Check-Act (PDCA) methodology?

A. to be able to establish the Service Management policy, objectives and plans
B. to be able to define the objectives and requirements that are to be achieved by Service Management
C. to determine whether the Service Management requirements are effectively implemented and maintained
D. to be able to allocate roles and responsibilities

Solutions: