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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What should planning for new or changed services include?

A) recent Problems and Known Errors in the desktop environment
B) budgets and staff resources
C) major non-conformities to all Underpinning Contracts (UCs)
D) trends in Capacity growth of the current applications

2. What should not be part of a Service Level Agreement (SLA)?

A) Lessons learned and improvement actions
B) Impact and priority guidelines
C) Escalation and notification process
D) Authorization details

3. Which of the aspects listed below is included in ISO/IEC 20000?

A) Customer communication
B) Standard products
C) Employee motivation
D) Social responsibility

4. What should Quality Management Systems encourage organizations to do?

A) To define processesthat contribute to customer acceptance of services
B) To achieve the maximum level of service possible
C) To achieve the lowest cost of service provision
D) To define as many metrics as possible for each process to ensure strong control

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

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

Solutions: