EXIN ISO20KF

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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Which stakeholder will define service level requirements?

A) Service Provider
B) Supplier
C) End user
D) Customer

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

3. Who conducts the "first party audit"?

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

4. An objective of Capacity Management is to ensure that the service provider has, at all times, sufficient Capacity to meet the current and future agreed demands of the Customer's business needs. What document is produced to support this objective?

A) Availability Plan
B) Business Resource Plan
C) Capacity Plan
D) Service Management Plan

5. Which of the following statements is true?

A) Release Management, Change Management and Configuration Management are Control processes.
B) There shall be an integrated approach to Change and Configuration Management planning.
C) Release Management shall be implemented only after the processes Change Management and Configuration Management have become mature.
D) Change Management is the most important of the Control processes.

Solutions: