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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

Question 1

What does an IT service definition include?

A. the use of IT to improve employee satisfaction within the organization
B. the use of IT to support the organizations internal business processes
C. the use of IT to support the business processes of suppliers and partners
D. the use of IT to support the customers business processes

Question 2

What does a quality policy aim to define?

A. the legal obligations that the organization must fulfill
B. the formally expressed quality intentions and direction of an organization
C. the requirements of the customer as stated in the Service Level Agreement (SLA)
D. the requirements of ISO/IEC 20000

Question 3

What is a Configuration Baseline?

A. A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time
B. A configuration audit report
C. The change requests allocated to a release
D. A benchmark of the service provider's capability

Question 4

The success and failure of Releases shall be measured. What is included in these measurements?

A. the frequency and types of Releases
B. the Release dates
C. the Request for Change (RFC)
D. the Incidents related to a Release in the period following a Release

Question 5

What is required to be included in Release Management procedures according to ISO/IEC 20000?

A. the investigation and prevention of Security Incidents
B. the authorization and implementation of emergency Changes
C. the recording of all reported Incidents
D. the updating and changing of configuration information and Change records

Solutions: