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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What is SixSigma@?

A) It is a standard that is recently developed for improvement of IT processes.
B) It is a quality instrument to measure defects in process outputs.
C) It is a six step maturity model to improve the capability of business processes.
D) It is a structured, statistically based approach to process improvement.

2. 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 services in scope
C) the ITIL processes in scope
D) the Management System in scope

3. What should planning for a new or changed service consider?

A) a complete review of all recent security breaches
B) Known Errors to file systems
C) verification that the appropriate level of testing is completed
D) the existing service levels

4. The Plan-Do-Check-Act (PDCA) methodology can be applied to all ISO/IEC 20000 processes. What does the Act phase of this methodology cover?

A) monitoring and measuring processes and services and reporting the results
B) implementation of the processes
C) taking the necessary actions to continually improve process performance
D) establishing the objectives and processes necessary to deliver results in accordance with Customer requirements and the organization's policies

5. Why is it important that reviews are conducted at regular intervals during the Check phase of the Plan-Do-Check-Act (PDCA) methodology?

A) to be able to allocate roles and responsibilities
B) to determine whether the Service Management requirements are effectively implemented and maintained
C) to be able to establish the Service Management policy, objectives and plans
D) to be able to define the objectives and requirements that are to be achieved by Service Management

Solutions: