EXIN ISO / IEC 20000 Foundation : ISO20KF

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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Part of the Configuration Management process is about Configuration identification. What should be included as an attribute of a managed Configuration Item (CI)?

A) Known Errors
B) Requests for Change (RFCs)
C) Incidents
D) Licenses

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

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

3. What is part of the policy for Budgeting and Accounting for IT Services?

A) Rules governing the handling of variances against budgets
B) The charging mechanism
C) The costs of the Underpinning Contracts (UCs) over a fixed period
D) The percentage of 'hidden' end-user costs

4. Which of the following is used for the assessment of maturity of organizations?

A) CobIT TM
B) CMMI
C) MOF
D) ITIL

5. When should the final closure of an Incident record be completed?

A) when all relevant information for classification and routing has been entered
B) when the initiating user has been given the opportunity to confirm that the service is restored
C) when the Incident is solved and normal operation is restored
D) when the Incident has been dispatched outside the Service Desk department

Solutions: