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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

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

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

2. The Relationship processes describe the relationships with the business and with the suppliers. What should the Relationship processes ensure?

A) that all parties understand the business needs, responsibilities and obligations
B) that there is a frequent contact between the suppliers and the business to resolve dissatisfaction issues
C) that the business and suppliers are directly informed of Major Incidents
D) that the service levels for all services are consistent in the supply chain

3. Why is a scope statement for ISO/IEC 20000 important?

A) It details all of the companies that have been certified
B) It details all of the services that have been certified
C) It identifies which processes have been excluded from the scope
D) It defines what the management system has been certified against

4. New or changed services need to be accepted before being implemented into the live environment. What shall be done after a new or changed service has been implemented?

A) A Post Implementation Review (PIR) is held comparing actual outcomes against those planned.
B) Nothing additional: the new or changed service goes into Business As Usual and will be managed as a normal service.
C) An approach needs to be defined for interfacing to projects that are creating or modifying services.
D) The manner in which the Change shall be reversed or remedied if unsuccessful needs to be defined.

5. If the service provider believes the service levels will not be met for an incident, when shall a customer be informed of this?

A) Never
B) After the breach
C) Before the breach
D) During service reporting

Solutions: