Free EXIN ISO20KF Exam Dumps Questions & Answers

What does an IT service definition include?

• A.the use of IT to support the business processes of suppliers and partners
• B.the use of IT to improve employee satisfaction within the organization
• C.the use of IT to support the customers business processes
• D.the use of IT to support the organizations internal business processes

What details should be recorded as a baseline prior to implementing a plan for service improvement?

• A.time taken to operate the process
• B.number of staff involved
• C.service quality and levels
• D.backlog of changes for the service

Why is it important for Service Providers to provide documents and records?

• A.to ensure effective planning, operation and control of Service Management
• B.It is part of the requirements (evidence) to become ISO/IEC 20000 compliant.
• C.to be able to uniquely identify and record all Configuration Items (CIs) in the Configuration Management Database (CMDB)
• D.to ensure employeesare aware of the relevance and importance of their work activities

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

What is a benefit to an organization when the services are delivered according to ISO/IEC 20000?

• A.The organization hasless suppliers to deal with.
• B.The organization behaves in a socially responsible way.
• C.The environmental needs of the employees in the organization are well looked after.
• D.The organization becomes morecustomer focused.