EXIN ISO20KF

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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) The resilience of the infrastructure components should be measured and included in the Capacity plan.
C) The Service Catalog should be maintained and kept up-to-date.
D) A Capacity plan documenting the actual performance and the expected requirements should be produced at least annually.

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

A) To ensure that all Changes are assessed, approved, implemented and reviewed in a controlled manner
B) To ensure that approved Changes are implemented in the IT infrastructure with acceptable risks for the current and new IT services
C) To ensure that new services and changes to services will be deliverable and manageable at the agreed cost and service quality
D) 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

3. Any organization may be impacted by legislative or regulatory change in the future. Where should this be covered?

A) in the Business Relationship Management process
B) in the Service Level Agreement (SLA)
C) in the Service Management plan
D) in a Change request

4. Why are processes required?

A) to satisfy the needs of major outsource providers
B) to provide consistency in the output from activities
C) to ensure that service issues never arise
D) to be able to define quality objectives in a structured manner

5. Who has a responsibility in continual improvement?

A) Quality experts only
B) all employees
C) Management only
D) the customer

Solutions: