EXIN ISO20KF real exam prep : ISO / IEC 20000 Foundation

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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

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

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

2. Which of the following calculates the number of defects per million opportunities?

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

3. Who conducts the "first party audit"?

A) The IT Service Management organization itself
B) An external independent organization
C) Other persons on behalf of the Customer
D) Customers of the IT Service Management organization

4. What is the objective of planning and implementing new or changed services?

A) To ensure that new services and changes to services will be deliverable and manageable at the agreed cost and service quality
B) To ensure that all Changes are assessed, approved, implemented and reviewed in a controlled manner
C) To ensure that approved Changes are implemented in the IT infrastructure with acceptable risks for the current and new IT services
D) To ensure that standard methods and procedures are used so that Changes can be handled quickly and with the lowest possible negative impact on service quality

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

Solutions: