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

2. What is the objective of a Management System?

A) To define, agree, record and manage levels of services
B) To provide the policies and the framework that is needed for the effective management and implementation of all IT services
C) To ensure that new services and changes to services will be deliverable and manageable at the agreed cost and services quality
D) To ensure that Key Performance Indicators (KPIs) are defined for all IT services

3. Which of the following is a best practice for Capacity Management?

A) The resilience of the infrastructure components should be measured and included in the Capacity plan.
B) The Service Catalog should be maintained and kept up-to-date.
C) A Capacity plan documenting the actual performance and the expected requirements should be produced at least annually.
D) Decisions about service provision should be based on cost effectiveness comparisons.

4. Personnel should be competent on the basis of appropriate education and experience. Which of the following is a best practice relating to competence?

A) Appropriate records of education, training, skills and experience need to be maintained.
B) At least two employees should be suitably trained for each role.
C) Personnel should all have a relevant Security training according to ISO/IEC 27002.
D) Employees should have at least a relevantbachelors degree.

5. What is the objective of the Service Continuity and Availability Management processes?

A) to ensure that agreed Service Continuity and Availability commitments to providers can be met in all circumstances
B) to ensure that agreed Service Continuity and Availability commitments to Customers can be met in all circumstances
C) to ensure agreed effective communication towards Customers
D) to ensure that agreed levels of service commitments to Customers can be met in all circumstances

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