ISO20KF by EXIN Valid Free Exam Practice Test

Question 1

What is part of the policy for Budgeting and Accounting for IT Services?

A. The costs of the Underpinning Contracts (UCs) over a fixed period B. Rules governing the handling of variances against budgets C. The charging mechanism D. The percentage of 'hidden' end-user costs

Correct Answer: B

Question 2

Which one of the following standards is concerned primarily with security?

A. ISO 9001 B. ISO/IEC 27001 C. ISO/IEC 20000 D. ISO/IEC 15504

Correct Answer: B

Question 3

What does the standard explicitly recommend to be implemented with Configuration Management?

A. Change B. Change and Security C. Change and Release D. Release

Correct Answer: C

Question 4

What is the objective of planning and implementing new or changed services?

A. To ensure that all Changes are assessed, approved, implemented and reviewed in a controlled manner B. To ensure that standard methods and procedures are used so that Changes can be handled quickly and with the lowest possible negative impact on service quality C. To ensure that approved Changes are implemented in the IT infrastructure with acceptable risks for the current and new IT services D. To ensure that new services and changes to services will be deliverable and manageable at the agreed cost and service quality

Correct Answer: D

Question 5

All service changes should be reflected in Change Management records. Which of the aspects below is an example of a service change, that needs to be reflected in a Change record?

A. a major Incident B. a formal closure of services C. an identified Problem D. a Service Level Agreement failure

Correct Answer: B

Question 6

How should the Deming cycle be used?

A. as a model to calculate the costs of service improvement B. as a model for continual improvement C. as a model for customer orientation D. as a model to be used during the design phase of the service

Correct Answer: B

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Question 7

When a new service is being planned, Service Level Management needs to ensure that existing performance levels of other IT services will not be unduly impacted. From which process will Service Level Management require input?

A. Financial Management for IT Services B. Availability Management C. IT Service Continuity Management D. Capacity Management

Correct Answer: D

Question 8

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

Correct Answer: D

Question 9

The ISO/IEC 20000 standard requires that a minimum set of service reports is produced. How are these service reports used?

A. As the basis for making management decisions and taking corrective actions B. To compare the performance of the Service Desk with service targets C. To present a professional image of the company D. As input to financial management in order to determine charges for the service

Correct Answer: A

Question 10

Any organization may be impacted by legislative or regulatory change in the future. Where should this be covered?

A. in the Business Relationship Management process B. in the Service Level Agreement (SLA) C. in the Service Management plan D. in a Change request

Correct Answer: C

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EXIN ISO / IEC 20000 Foundation - ISO20KF Exam Practice Test