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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

Question 1

Who or what should always be informed in case a Release is rejected, delayed or cancelled?

A. Change Management
B. the Senior Management representative
C. Incident Management
D. Business Relationship Management

Question 2

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

A. Systematic processes for ticket recording and follow-up only
B. A documented organizational and operational structure
C. A software system to monitor the key performance indicators (KPIs)
D. A software system for the ticket system

Question 3

Part of the Configuration Management process is about Configuration identification. What should be included as an attribute of a managed Configuration Item (CI)?

A. Incidents
B. Known Errors
C. Requests for Change (RFCs)
D. Licenses

Question 4

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

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

Question 5

Why is a scope statement for ISO/IEC 20000 important?

A. It identifies which processes have been excluded from the scope
B. It details all of the services that have been certified
C. It defines what the management system has been certified against
D. It details all of the companies that have been certified

Solutions: