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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What is the purpose of a Problem review?

A) To provide expert help on risk assessment for optimization of security procedures
B) To restore the service to normal operating conditions as soon as possible
C) To prevent computer systems from having too limited disk space so that capacity problems will not occur
D) To seek improvements to the process and to prevent recurrence of Incidents or mistakes

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

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

3. Which audit is conducted by, or on behalf of, the organization itself for internal purposes and can form the basis for an organization's self-declaration of conformity?

A) Third party audit
B) Fourth party audit
C) Second party audit
D) First party audit

4. Which of the following is true of process descriptions?

A) They describe vertical and horizontal escalation options.
B) They complement descriptions of structural and organizational roles and responsibilities.
C) They represent a complete set of monitoring options.
D) They express the level of compliance with the requested quality characteristics.

5. What is a responsibility of the Service Provider with regard to Supplier Management as defined in ISO/IEC 20000-1:2005?

A) to ensure that subcontracted suppliers meet contractual requirements in all circumstances
B) to ensure that Service Level Agreements (SLAs) with suppliers are aligned with SLAs of the business
C) to ensure that a process exists for the procurement of suppliers
D) to ensure that supplier processes and procedures are defined where outsourced

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