EXIN ISO20KF : ISO / IEC 20000 Foundation

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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

Question #1
What does an IT service definition include?

A. the use of IT to support the business processes of suppliers and partners
B. the use of IT to improve employee satisfaction within the organization
C. the use of IT to support the organizations internal business processes
D. the use of IT to support the customers business processes

Question #2
Which of the following calculates the number of defects per million opportunities?

A. CobIT TM
B. ITIL
C. Six Sigma
D. MOF

Question #3
Which statement below is not a purpose of Supplier Management procedures?

A. That information on the performance of all suppliers can be observed and acted upon
B. That business transactions between all parties are recorded
C. That the suppliers understand their obligation to the Service Provider
D. That it is made clear that the supplier cannot subcontract part of the delivered services to the Service Provider

Question #4
Which audit is conducted by, or on behalf of, the organization itself for internal purposes and can form the basis for an organization's self-declaration of conformity?

A. Second party audit
B. Fourth party audit
C. Third party audit
D. First party audit

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

Solutions: