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 shall the Service Level Agreements (SLAs) with the suppliers be aligned with?

A. The SLAs with the customers
B. The Service Management Plans
C. The Service Level Plans
D. The SLAs with the other parties

Question 2

What is the correct way to make a change to a contract as a result of a major review of an authorized contract?

A. through the Business Relationship Management process
B. through the Supplier Management process
C. through the Change Management process
D. through the Customer representative

Question 3

What is mandatory to define in the Incident Management procedures?

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

Question 4

Who should be recommended to support the Senior Responsible Owner in his/her responsibility for the delivery of the management system?

A. the senior customer representative
B. the service managers
C. the Change Advisory Board (CAB)
D. a decision taking group

Question 5

What should Quality Management Systems encourage organizations to do?

A. To achieve the lowest cost of service provision
B. To define processesthat contribute to customer acceptance of services
C. To define as many metrics as possible for each process to ensure strong control
D. To achieve the maximum level of service possible

Solutions: