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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

Question 1

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

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

Question 2

The quality of a product may be assessed by elements such as its appearance, usefulness and robustness. Which element can be used to assess the quality of a service?

A. How much the service costs compared to other providers of the service
B. The number of people purchasing that service
C. How well the service meets customer and user expectations
D. How much the service costs divided by an average of evaluation scores

Question 3

If the service provider believes the service levels will not be met for an incident, when shall a customer be informed of this?

A. Before the breach
B. During service reporting
C. After the breach
D. Never

Question 4

Which processes should the Plan, Do, Check, Act methodology be applied to?

A. the Planning & Implementing Service Management process
B. all of the processes in scope of ISO/IEC 20000
C. those that support business critical services
D. the Requirements for a Management System process

Question 5

Customer satisfaction measurement is an important activity in the Business Relationship Management process. What is the objective of Customer satisfaction measurement?

A. to optimize the resolution processes so that service levels are exceeded
B. to gather information about potential new services that might be interesting for the end users of the services
C. to enable the Service Provider to compare performance with the Customer satisfaction targets and previous surveys
D. to reduce Incidents during the service delivery process

Solutions: