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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Personnel should be competent on the basis of appropriate education and experience. Which of the following is a best practice relating to competence?

A) Employees should have at least a relevantbachelors degree.
B) Personnel should all have a relevant Security training according to ISO/IEC 27002.
C) Appropriate records of education, training, skills and experience need to be maintained.
D) At least two employees should be suitably trained for each role.

2. What is the objective of a Management System?

A) To ensure that Key Performance Indicators (KPIs) are defined for all IT services
B) To ensure that new services and changes to services will be deliverable and manageable at the agreed cost and services quality
C) To provide the policies and the framework that is needed for the effective management and implementation of all IT services
D) To define, agree, record and manage levels of services

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

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

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

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

5. What level of Capacity is targeted by Capacity Management?

A) sufficient Capacity to meet all current and future demands
B) sufficient Capacity to meet current demands only
C) sufficient Capacity to meet agreed current and future demands
D) sufficient Capacity to meet all development and operational requirements

Solutions: