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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What is the objective of the Service Continuity and Availability Management processes?

A) to ensure that agreed Service Continuity and Availability commitments to Customers can be met in all circumstances
B) to ensure agreed effective communication towards Customers
C) to ensure that agreed Service Continuity and Availability commitments to providers can be met in all circumstances
D) to ensure that agreed levels of service commitments to Customers can be met in all circumstances

2. What does the concept of "quality" comprise?

A) gaining ISO/IEC 20000 certification
B) execution of Service Level Agreements (SLAs) only
C) maximizing utilization of personnel capacity
D) satisfying customer requirements

3. Which of the following defines a lifecycle that is split into four quadrants (optimizing, changing, supporting and operating)?

A) Six Sigma
B) CobIT TM
C) MOF
D) ITIL

4. What is accreditation in the context of ISO/IEC 20000?

A) The notification of approved testing and certification bodies with the relevant authority for publication
B) The determination of measurement results using defined procedures on the basis of documented requirements
C) The official recognition by a third party of organizations involved in testing, inspection and certification
D) The evaluation of test results to verify compliance with requirements plus confirmation by the certification body

5. What is the purpose of a Problem review?

A) To restore the service to normal operating conditions as soon as possible
B) To seek improvements to the process and to prevent recurrence of Incidents or mistakes
C) To prevent computer systems from having too limited disk space so that capacity problems will not occur
D) To provide expert help on risk assessment for optimization of security procedures

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