EXIN ISO / IEC 20000 Foundation - ISO20KF

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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

1. While planning for service improvements, what is an important best practice to consider?

A) Service improvement targets should be measurable, linked to business objectives and documented in a plan.
B) The service improvement targets should not change until the target is reached, or else no consistency is maintained.
C) The progress of service improvement should be discussed at least weekly in the steering committee.
D) The progress should be monitored closely by an independent project manager to maintain objectivity.

2. Which of the following is an ISO/IEC 20000 requirement relating to the service management plan?

A) it must include the scope of the organization's service management plan
B) it must include the documented procedures specified by the standard
C) It must never include any know-how of the organization
D) it must be available in at least one hard copy and approved

3. What is the objective of Service Level Management?

A) To define, agree, record and manage levels of service
B) To ensure that agreed service Availabilitycommittments to customers can be met in all circumstances
C) To ensure a sufficient amount of Capacity has been designated in order to achieve agreed service levels
D) To establish and maintain good relationships with Customers

4. Which of the following is used as a set of guidance materials for IT governance?

A) ISO/IEC 20000
B) MOF
C) ISO 9000
D) CobITTM

5. Where would an IT service for the customer normally be defined?

A) in the Operational Level Agreement (OLA)
B) in the Service Report
C) in the IT Framework
D) in the Service Catalog or the Service Level Agreement (SLA)

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