EXIN ISO / IEC 20000 Foundation - ISO20KF

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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

Question 1

What is the primary purpose of analyzing Change records?

A. to provide input to the Service Reporting process
B. to check if related Incident records are adequately closed
C. to be able to open a new Problem record, so proactive identification of Incidents is possible
D. to detect increasing levels of Changes and emerging trends

Question 2

What is the objective of the Continual Improvement (Act) stage of Planning and Implementing Service Management, as described in the ISO/IEC 20000 standard?

A. To improve the efficiency and effectiveness of the ITIL processes
B. To improve the efficiency and effectiveness of service delivery and management
C. To improve the efficiency and effectiveness of the business
D. To improve the efficiency and effectiveness of service support

Question 3

Who or what should always be informed in case a Release is rejected, delayed or cancelled?

A. Change Management
B. Incident Management
C. Business Relationship Management
D. the Senior Management representative

Question 4

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

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

Question 5

The ISO/IEC 20000 standard requires that a minimum set of service reports is produced. How are these service reports used?

A. To compare the performance of the Service Desk with service targets
B. To present a professional image of the company
C. As input to financial management in order to determine charges for the service
D. As the basis for making management decisions and taking corrective actions

Solutions: