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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Who conducts the "first party audit"?

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

2. What should not be part of a Service Level Agreement (SLA)?

A) Escalation and notification process
B) Lessons learned and improvement actions
C) Impact and priority guidelines
D) Authorization details

3. What details should be recorded as a baseline prior to implementing a plan for service improvement?

A) service quality and levels
B) time taken to operate the process
C) backlog of changes for the service
D) number of staff involved

4. In planning to implement Service Management, what does the plan need to say regarding tools according to ISO/IEC 20000-2:2005?

A) The plan does not state any tools requirements.
B) The plan details the effects of new technologies and techniques on capacity.
C) The plan defines the tools as appropriate to support the processes.
D) The plan lists how every individual process is supported by a tool.

5. 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

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