EXIN ISO / IEC 20000 Foundation : ISO20KF

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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. How should the requirements for Service Continuity and Availability be identified?

A) This should be done on the basis of Customer satisfaction investigations, so that the real user need can be clearly identified.
B) This should be identified based upon the business priorities, Service Level Agreements (SLAs) and assessed risks.
C) This should be made up from Service requirements and Service Level Agreements (SLAs) if available.
D) This should be calculated based upon historical data for major Incidents and their consequences for the organization.

2. What is the correct way to make a change to a contract as a result of a major review of an authorized contract?

A) through the Customer representative
B) through the Change Management process
C) through the Business Relationship Management process
D) through the Supplier Management process

3. For which type of organizations is ISO/IEC 20000 appropriate for use?

A) for organizations which need to demonstrate alignment to customer requirements
B) for tool vendors to specify the Service Provider's processes
C) for organizations to confirm that all of the ITIL@ guidelines have been implemented
D) for organizations wishing to certify their services

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

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

5. What should planning for new or changed services include?

A) recent Problems and Known Errors in the desktop environment
B) budgets and staff resources
C) trends in Capacity growth of the current applications
D) major non-conformities to all Underpinning Contracts (UCs)

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