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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

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

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

2. What is the primary purpose of analyzing Change records?

A) to provide input to the Service Reporting process
B) to check if related Incident records are adequately closed
C) to detect increasing levels of Changes and emerging trends
D) to be able to open a new Problem record, so proactive identification of Incidents is possible

3. What triggers a re-test of the Availability and Service Continuity plans?

A) a major disaster having occurred
B) a major change to the business environment
C) significant periods of unplanned non-availability
D) six months having passed since the last test

4. What is according to ISO/IEC 20000 a required part of the planning for new or changed services?

A) establishing a good relationship with the Customer
B) the process for identifying, measuring, reporting and managing improvement activities
C) setting up a process to deal with contractual disputes
D) service acceptance criteria

5. A group of activities within Release Management is roll-out, distribution and installation. What should be ensured as part of these activities?

A) The Release is tested to the satisfaction of the Customers.
B) Contingency and back-out plans are available.
C) Redundant products, services and licenses are decommissioned.
D) Changes are scheduled based upon priority and risk.

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