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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

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

2. Which of the following actions should be taken to ensure continual improvement of a Quality Management System?

A) Analyze and evaluate the existing situation to identify areas for improvement
B) Analyze customer satisfaction and identify resulting actions
C) Review the Quality Management System at least annually
D) Start an internal service organization evaluation

3. What purpose does implementation of a Quality Management System as per ISO/IEC 20000 serve?

A) It allows the suppliers to have full visibility of the organization's internal processes.
B) It provides a guideline for the Quality Management measures that must be taken to implement quality policy in an organization.
C) It forces the organization to adopt a hierarchical management approach.
D) It defines specific Key Performance Indicators (KPIs) upon which service performance can be assessed.

4. To which process shall Problem Management ensure that up-to-date information on Known Errors and corrected Problems is available?

A) Configuration Management
B) Availability Management
C) Incident Management
D) all ISO/IEC 20000 processes

5. Which of the following is used as a set of guidance materials for IT governance?

A) ISO 9000
B) ISO/IEC 20000
C) MOF
D) CobITTM

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