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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What shall the Service Level Agreements (SLAs) with the suppliers be aligned with?

A) The Service Management Plans
B) The Service Level Plans
C) The SLAs with the other parties
D) The SLAs with the customers

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

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

3. Which of the following is Problem Management primarily concerned with?

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

4. Why is a scope statement for ISO/IEC 20000 important?

A) It identifies which processes have been excluded from the scope
B) It defines what the management system has been certified against
C) It details all of the companies that have been certified
D) It details all of the services that have been certified

5. All service changes should be reflected in Change Management records. Which of the aspects below is an example of a service change, that needs to be reflected in a Change record?

A) a formal closure of services
B) a Service Level Agreement failure
C) a major Incident
D) an identified Problem

Solutions: