Free EXIN ISO20KF Exam Dumps Questions & Answers

What is required for an implementation of IT Service Management to be successful?

• A.  The involvement and commitment of personnel at all levels in the organization from operational staff to top management
• B.  Buy-in specifically from the levels in the organization which will be operationally involved in IT Service Management activities
• C.  A top-down approach whereby the management of the organization strongly and visibly enforces the implementation
• D.  The appointment of a specialist department responsible for the development of the process structures

What purpose does implementation of a Quality Management System as per ISO/IEC 20000 serve?

• A.  It defines specific Key Performance Indicators (KPIs) upon which service performance can be assessed.
• B.  It provides a guideline for the Quality Management measures that must be taken to implement quality policy in an organization.
• C.  It allows the suppliers to have full visibility of the organization's internal processes.
• D.  It forces the organization to adopt a hierarchical management approach.

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

It is essential that an owner at senior level has overall responsibility for Service Management. Which of the statements below is a best practice?

• A.  A senior responsible owner should handle all customer complaints to be able to improve customer satisfaction.
• B.  A senior responsible owner should be assigned as chairman of the Change Advisory Board (CAB).
• C.  A senior responsible owner should haveresponsiblity for Customer Relationship Management.
• D.  A senior responsible owner should ensure resourcing for service improvement activities.

Problem Management is responsible for carrying out trend analysis of Incident volumes and types. What is the reason for this?

• A.  to prevent repetitive occurrence of Incidents
• B.  to provide input to the Capacity Database
• C.  to be able to provide reports to management
• D.  to be able to charge to the correct users of the service