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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

1. New or changed services need to be accepted before being implemented into the live environment. What shall be done after a new or changed service has been implemented?

A) A Post Implementation Review (PIR) is held comparing actual outcomes against those planned.
B) Nothing additional: the new or changed service goes into Business As Usual and will be managed as a normal service.
C) The manner in which the Change shall be reversed or remedied if unsuccessful needs to be defined.
D) An approach needs to be defined for interfacing to projects that are creating or modifying services.

2. In planning to implement Service Management, what does the plan need to say regarding tools according to ISO/IEC 20000-2:2005?

A) The plan defines the tools as appropriate to support the processes.
B) The plan does not state any tools requirements.
C) The plan lists how every individual process is supported by a tool.
D) The plan details the effects of new technologies and techniques on capacity.

3. Which of the following is within the scope of the requirements of ISO/IEC 20000?

A) Information Security Management
B) Operations
C) Service Desk
D) Charging for IT Services

4. Why is it important for Service Providers to provide documents and records?

A) to ensure effective planning, operation and control of Service Management
B) to ensure employeesare aware of the relevance and importance of their work activities
C) It is part of the requirements (evidence) to become ISO/IEC 20000 compliant.
D) to be able to uniquely identify and record all Configuration Items (CIs) in the Configuration Management Database (CMDB)

5. Availability and Service Continuity Plans need to be developed and reviewed periodically to ensure that requirements are met as agreed in all circumstances, from normal operations through to a major loss of service. What is the minimum level of frequency with which these Plans should be developed and reviewed?

A) In accordance with the business needs
B) At least bi-annually
C) At least annually
D) At every change to the business environment

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