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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Which of the following is used for the assessment of maturity of organizations?

A) CobIT TM
B) ITIL
C) CMMI
D) MOF

2. When scoping for ISO/IEC 20000, what is it that will be audited for certification?

A) the sections of the standard in scope
B) the ITIL processes in scope
C) the Management System in scope
D) the services in scope

3. It is essential that an owner at senior level has overall responsibility for Service Management. Which of the statements below is a best practice?

A) A senior responsible owner should haveresponsiblity for Customer Relationship Management.
B) A senior responsible owner should ensure resourcing for service improvement activities.
C) A senior responsible owner should be assigned as chairman of the Change Advisory Board (CAB).
D) A senior responsible owner should handle all customer complaints to be able to improve customer satisfaction.

4. 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.

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

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