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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

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

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

2. All service changes should be reflected in Change Management records. Which of the aspects below is an example of a service change, that needs to be reflected in a Change record?

A) a Service Level Agreement failure
B) a formal closure of services
C) an identified Problem
D) a major Incident

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

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

4. What is the objective of planning and implementing new or changed services?

A) To ensure that standard methods and procedures are used so that Changes can be handled quickly and with the lowest possible negative impact on service quality
B) To ensure that new services and changes to services will be deliverable and manageable at the agreed cost and service quality
C) To ensure that all Changes are assessed, approved, implemented and reviewed in a controlled manner
D) To ensure that approved Changes are implemented in the IT infrastructure with acceptable risks for the current and new IT services

5. According to the ISO/IEC 20000 standard it is important that a process exists to deal with contractual disputes with suppliers. Which process is responsible for the definition of this process?

A) Business Relationship Management
B) Contract Management
C) Supplier Management
D) Service Level Management

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