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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

Question 1

All service changes should be reflected in Change Management records. Which of the aspects below is an example of a service change, that needs to be reflected in a Change record?

A. a major Incident
B. a Service Level Agreement failure
C. an identified Problem
D. a formal closure of services

Question 2

During an audit, evidence is required for Service Management policies, plans and procedures. Who should ensure that this evidence is available?

A. the Business Relationship process owner
B. the Auditor
C. theSenior responsible owner
D. the Service Level Manager

Question 3

The appointed member of management is only responsible for the co-ordination and management of all services. Can this person perform internal audits for the delivery processes?

A. No, because as manager he is not competent enough.
B. Yes, because this person is not responsible for the delivery processes.
C. No, because this person is responsible for all processes and therefore he would audit his own work.
D. Yes, because as manager he should have knowledge of performing internal audits.

Question 4

What is a benefit to an organization when the services are delivered according to ISO/IEC 20000?

A. The organization becomes more process focused and thereby more efficient.
B. The environmental needs of the employees in the organization are well looked after.
C. The organization behaves in a socially responsible way.
D. The organization hasless suppliers to deal with.

Question 5

Which audit is conducted by, or on behalf of, the organization itself for internal purposes and can form the basis for an organization's self-declaration of conformity?

A. First party audit
B. Second party audit
C. Third party audit
D. Fourth party audit

Solutions: