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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Top management has to provide evidence of its commitment to developing, implementing and improving its Service Management capability within the context of the organization's business and Customers' requirements. What is the best way that management can make this visible?

A) by taking disciplinary action against underperforming employees
B) through leadership and actions
C) by outsourcing Change Management
D) by taking part in the planning of new IT services

2. The quality of a product may be assessed by elements such as its appearance, usefulness and robustness. Which element can be used to assess the quality of a service?

A) How much the service costs divided by an average of evaluation scores
B) How much the service costs compared to other providers of the service
C) The number of people purchasing that service
D) How well the service meets customer and user expectations

3. Which audit is conducted by, or on behalf of, the organization itself for internal purposes and can form the basis for an organization's self-declaration of conformity?

A) First party audit
B) Fourth party audit
C) Third party audit
D) Second party audit

4. What is the correct way to make a change to a contract as a result of a major review of an authorized contract?

A) through the Change Management process
B) through the Customer representative
C) through the Business Relationship Management process
D) through the Supplier Management process

5. What is the recommendation with regard to the implementation of an emergency Change?

A) The Change process should be completely bypassed.
B) Where possible the Change process should be followed.
C) Only the senior manager should authorize emergency Changes.
D) There is a separate process for emergency Changes.

Solutions: