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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

1. What should Quality Management Systems encourage organizations to do?

A) To achieve the lowest cost of service provision
B) To define processesthat contribute to customer acceptance of services
C) To achieve the maximum level of service possible
D) To define as many metrics as possible for each process to ensure strong control

2. Personnel should be competent on the basis of appropriate education and experience. Which of the following is a best practice relating to competence?

A) Employees should have at least a relevantbachelors degree.
B) At least two employees should be suitably trained for each role.
C) Appropriate records of education, training, skills and experience need to be maintained.
D) Personnel should all have a relevant Security training according to ISO/IEC 27002.

3. How should the Deming cycle be used?

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

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

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

5. What does a quality policy aim to define?

A) the legal obligations that the organization must fulfill
B) the formally expressed quality intentions and direction of an organization
C) the requirements of the customer as stated in the Service Level Agreement (SLA)
D) the requirements of ISO/IEC 20000

Solutions: