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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

Question 1

What is part of the policy for Budgeting and Accounting for IT Services?

A. The charging mechanism
B. The percentage of 'hidden' end-user costs
C. The costs of the Underpinning Contracts (UCs) over a fixed period
D. Rules governing the handling of variances against budgets

Question 2

What is the objective of a Management System?

A. To ensure that Key Performance Indicators (KPIs) are defined for all IT services
B. To define, agree, record and manage levels of services
C. To ensure that new services and changes to services will be deliverable and manageable at the agreed cost and services quality
D. To provide the policies and the framework that is needed for the effective management and implementation of all IT services

Question 3

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

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

Question 4

The Relationship processes describe the relationships with the business and with the suppliers. What should the Relationship processes ensure?

A. that all parties understand the business needs, responsibilities and obligations
B. that there is a frequent contact between the suppliers and the business to resolve dissatisfaction issues
C. that the business and suppliers are directly informed of Major Incidents
D. that the service levels for all services are consistent in the supply chain

Question 5

Top management has to provide evidence of its commitment to developing, implementing and improving its Service Management capability within the context of the organization's business and Customers' requirements. What is the best way that management can make this visible?

A. through leadership and actions
B. by outsourcing Change Management
C. by taking part in the planning of new IT services
D. by taking disciplinary action against underperforming employees

Solutions: