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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What is required to be included in Release Management procedures according to ISO/IEC 20000?

A) the updating and changing of configuration information and Change records
B) the investigation and prevention of Security Incidents
C) the authorization and implementation of emergency Changes
D) the recording of all reported Incidents

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

3. Availability and Service Continuity Plans need to be developed and reviewed periodically to ensure that requirements are met as agreed in all circumstances, from normal operations through to a major loss of service. What is the minimum level of frequency with which these Plans should be developed and reviewed?

A) At least annually
B) In accordance with the business needs
C) At least bi-annually
D) At every change to the business environment

4. An approach to developing and implementing a Quality Management System consists of several steps. Which of the following is not a necessary step?

A) establishing methods to measure the effectiveness and efficiency of each process
B) determining the needs and expectations of Customers and other interested parties
C) determining and providing the resources necessary to attain the quality objectives
D) agreeing to the quality policy and objectives with the Change Manager

5. Which of the following is Problem Management primarily concerned with?

A) Looking at the Release Strategy
B) Looking at the Change Plan
C) Looking at the cause of Incidents
D) Looking at Security Plans

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