EXIN ISO20KF Exam Questions : ISO / IEC 20000 Foundation

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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What is the objective of IT Service Management?

A) to provide guaranteed service levels against business requirements
B) to provide management of services to meet business requirements
C) to provide services to the maximum level to the business
D) to provide critical services to business customers

2. What is according to ISO/IEC 20000 a required part of the planning for new or changed services?

A) service acceptance criteria
B) the process for identifying, measuring, reporting and managing improvement activities
C) establishing a good relationship with the Customer
D) setting up a process to deal with contractual disputes

3. The Service Provider should check that the Service Management objectives and the plan are being achieved. Which of the following items is not measured as part of this monitoring, measuring or review?

A) Major non-conformities
B) Problems
C) Customer satisfaction
D) Resource utilization

4. 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) Contract Management
B) Business Relationship Management
C) Supplier Management
D) Service Level Management

5. Which of the following calculates the number of defects per million opportunities?

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

Solutions: