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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

Question 1

When should the final closure of an Incident record be completed?

A. when the Incident has been dispatched outside the Service Desk department
B. when the initiating user has been given the opportunity to confirm that the service is restored
C. when the Incident is solved and normal operation is restored
D. when all relevant information for classification and routing has been entered

Question 2

What is the objective of IT Service Management?

A. to provide management of services to meet business requirements
B. to provide critical services to business customers
C. to provide guaranteed service levels against business requirements
D. to provide services to the maximum level to the business

Question 3

Which of the following is within the scope of the requirements of ISO/IEC 20000?

A. Service Desk
B. Operations
C. Charging for IT Services
D. Information Security Management

Question 4

What are the key contents of an IT Service Management System?

A. definition of corporate measures to achieve the required level of quality
B. a software system for the ticket system
C. systematic processes for ticket recording and follow-up only
D. a software system to monitor the key performance indicators (KPIs)

Question 5

Top management has to provide evidence of its commitment to developing, implementing and improving its Service Management capability within the context of the organization's business and Customers' requirements. What is the best way that management can make this visible?

A. through leadership and actions
B. by outsourcing Change Management
C. by taking part in the planning of new IT services
D. by taking disciplinary action against underperforming employees

Solutions: