EXIN ISO / IEC 20000 Foundation : ISO20KF

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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What is a shared concept of both ISO/IEC 27001 and ISO/IEC 20000?

A) Information Security Management
B) Release Management
C) Capacity Management
D) Incident Management

2. What is a responsibility of the Service Provider with regard to Supplier Management as defined in ISO/IEC 20000-1:2005?

A) to ensure that Service Level Agreements (SLAs) with suppliers are aligned with SLAs of the business
B) to ensure that subcontracted suppliers meet contractual requirements in all circumstances
C) to ensure that a process exists for the procurement of suppliers
D) to ensure that supplier processes and procedures are defined where outsourced

3. What is the objective of the Service Continuity and Availability Management processes?

A) to ensure that agreed levels of service commitments to Customers can be met in all circumstances
B) to ensure agreed effective communication towards Customers
C) to ensure that agreed Service Continuity and Availability commitments to Customers can be met in all circumstances
D) to ensure that agreed Service Continuity and Availability commitments to providers can be met in all circumstances

4. Which of the following tasks is assigned to each process manager?

A) Ensuring the process is running effectively and efficiently
B) Setting up Service Level Agreements with the users
C) Channeling data to Problem Management
D) Following up on Incidents

5. Targets for resolution should be based on priority. When scheduling Incident or Problem resolution, which of the following should not be taken into account?

A) the effort/cost to provide the method of resolution
B) the number of previously reported Incidents for the particular Configuration Item (CI)
C) the competing requirements for resources
D) the available skills

Solutions: