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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

Question 1

What is the objective of the Service Continuity and Availability Management processes?

A. to ensure that agreed Service Continuity and Availability commitments to Customers can be met in all circumstances
B. to ensure agreed effective communication towards Customers
C. to ensure that agreed levels of service commitments to Customers can be met in all circumstances
D. to ensure that agreed Service Continuity and Availability commitments to providers can be met in all circumstances

Question 2

How should the requirements for Service Continuity and Availability be identified?

A. This should be calculated based upon historical data for major Incidents and their consequences for the organization.
B. This should be made up from Service requirements and Service Level Agreements (SLAs) if available.
C. This should be identified based upon the business priorities, Service Level Agreements (SLAs) and assessed risks.
D. This should be done on the basis of Customer satisfaction investigations, so that the real user need can be clearly identified.

Question 3

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

Question 4

Which service changes should be documented in change records?

A. User training
B. Formal closure of services
C. All service changes
D. Staff recruitment

Question 5

Customer satisfaction measurement is an important activity in the Business Relationship Management process. What is the objective of Customer satisfaction measurement?

A. to gather information about potential new services that might be interesting for the end users of the services
B. to optimize the resolution processes so that service levels are exceeded
C. to reduce Incidents during the service delivery process
D. to enable the Service Provider to compare performance with the Customer satisfaction targets and previous surveys

Solutions: