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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

1. 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) An approach needs to be defined for interfacing to projects that are creating or modifying services.
C) Nothing additional: the new or changed service goes into Business As Usual and will be managed as a normal service.
D) The manner in which the Change shall be reversed or remedied if unsuccessful needs to be defined.

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

A) to enable the Service Provider to compare performance with the Customer satisfaction targets and previous surveys
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 reduce Incidents during the service delivery process

3. While planning for service improvements, what is an important best practice to consider?

A) The service improvement targets should not change until the target is reached, or else no consistency is maintained.
B) The progress should be monitored closely by an independent project manager to maintain objectivity.
C) The progress of service improvement should be discussed at least weekly in the steering committee.
D) Service improvement targets should be measurable, linked to business objectives and documented in a plan.

4. Which of the following is true of process descriptions?

A) They express the level of compliance with the requested quality characteristics.
B) They describe vertical and horizontal escalation options.
C) They complement descriptions of structural and organizational roles and responsibilities.
D) They represent a complete set of monitoring options.

5. Availability and Service Continuity Plans need to be developed and reviewed periodically to ensure that requirements are met as agreed in all circumstances, from normal operations through to a major loss of service. What is the minimum level of frequency with which these Plans should be developed and reviewed?

A) At least annually
B) At least bi-annually
C) At every change to the business environment
D) In accordance with the business needs

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