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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Targets for resolution should be based on priority. When scheduling Incident or Problem resolution, which of the following should not be taken into account?

A) the number of previously reported Incidents for the particular Configuration Item (CI)
B) the competing requirements for resources
C) the available skills
D) the effort/cost to provide the method of resolution

2. What should not be part of a Service Level Agreement (SLA)?

A) Lessons learned and improvement actions
B) Escalation and notification process
C) Impact and priority guidelines
D) Authorization details

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

4. Which of the following is a best practice for Capacity Management?

A) The resilience of the infrastructure components should be measured and included in the Capacity plan.
B) Decisions about service provision should be based on cost effectiveness comparisons.
C) The Service Catalog should be maintained and kept up-to-date.
D) A Capacity plan documenting the actual performance and the expected requirements should be produced at least annually.

5. Which service changes should be documented in change records?

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

Solutions: