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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

1. An objective of Capacity Management is to ensure that the service provider has, at all times, sufficient Capacity to meet the current and future agreed demands of the Customer's business needs. What document is produced to support this objective?

A) Capacity Plan
B) Service Management Plan
C) Availability Plan
D) Business Resource Plan

2. What is a benefit to an organization when the services are delivered according to ISO/IEC 20000?

A) The environmental needs of the employees in the organization are well looked after.
B) The organization hasless suppliers to deal with.
C) The organization becomes morecustomer focused.
D) The organization behaves in a socially responsible way.

3. Where are agreements regarding Service Delivery and its relationship to Security Management recorded?

A) in a Definitive Software Library (DSL)
B) in a Capacity Plan
C) in a Service Level Agreement (SLA)
D) in a Configuration Management Database (CMDB)

4. Which standard describes the fundamental aspects of Quality Management Systems?

A) ISO/IEC 27001
B) ISO 9000
C) ISO/IEC 20000
D) ISO/IEC 15504

5. Why is it important that reviews are conducted at regular intervals during the Check phase of the Plan-Do-Check-Act (PDCA) methodology?

A) to be able to allocate roles and responsibilities
B) to determine whether the Service Management requirements are effectively implemented and maintained
C) to be able to define the objectives and requirements that are to be achieved by Service Management
D) to be able to establish the Service Management policy, objectives and plans

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