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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

Question 1

What is the certification audit primarily based on?

A. personnel records
B. specifications
C. reports by certified financial auditors
D. process descriptions

Question 2

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

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

Question 3

Which of the following is Problem Management primarily concerned with?

A. Looking at the cause of Incidents
B. Looking at Security Plans
C. Looking at the Change Plan
D. Looking at the Release Strategy

Question 4

Who or what should always be informed in case a Release is rejected, delayed or cancelled?

A. Change Management
B. the Senior Management representative
C. Incident Management
D. Business Relationship Management

Question 5

When should the final closure of an Incident record be completed?

A. when the Incident is solved and normal operation is restored
B. when all relevant information for classification and routing has been entered
C. when the initiating user has been given the opportunity to confirm that the service is restored
D. when the Incident has been dispatched outside the Service Desk department

Solutions: