Free EXIN ISO20KF Exam Dumps Questions & Answers

Which type of event or activity can trigger a service Change, which would need to be catered for in the Service Management plan?

• A.Urgent Change
• B.Service improvement activities
• C.System Lifecycle Management
• D.Major Incident

How should the requirements for Service Continuity and Availability be identified?

• A.This should be identified based upon the business priorities, Service Level Agreements (SLAs) and assessed risks.
• B.This should be made up from Service requirements and Service Level Agreements (SLAs) if available.
• C.This should be done on the basis of Customer satisfaction investigations, so that the real user need can be clearly identified.
• D.This should be calculated based upon historical data for major Incidents and their consequences for the organization.

Top management has to provide evidence of its commitment to developing, implementing and improving its Service Management capability within the context of the organization's business and Customers' requirements. What is the best way that management can make this visible?

• A.through leadership and actions
• B.by outsourcing Change Management
• C.by taking part in the planning of new IT services
• D.by taking disciplinary action against underperforming employees

Why is a scope statement for ISO/IEC 20000 important?

• A.It identifies which processes have been excluded from the scope
• B.It details all of the companies that have been certified
• C.It details all of the services that have been certified
• D.It defines what the management system has been certified against

An objective of Capacity Management is to ensure that the service provider has, at all times, sufficient Capacity to meet the current and future agreed demands of the Customer's business needs. What document is produced to support this objective?

• A.Service Management Plan
• B.Business Resource Plan
• C.Capacity Plan
• D.Availability Plan