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EXIN ISO20KF Exam
ISO / IEC 20000 Foundation (Page 4 )

Updated On: 9-Feb-2026
Page 4 of 25
PDF with 116 Questions

Who conducts the "first party audit"?

  1. An external independent organization
  2. Customers of the IT Service Management organization
  3. Other persons on behalf of the Customer
  4. The IT Service Management organization itself

Answer(s): D



What shall the Service Level Agreements (SLAs) with the suppliers be aligned with?

  1. The Service Level Plans
  2. The Service Management Plans
  3. The SLAs with the other parties
  4. The SLAs with the customers

Answer(s): D



What is mandatory to define in the Incident Management procedures?

  1. The escalation of Incidents
  2. The implementation of emergency Changes
  3. The recording of deficiencies in the Configuration Management Database (CMDB)
  4. The recording of Problems

Answer(s): A



Which of the following is a best practice for Capacity Management?

  1. A Capacity plan documenting the actual performance and the expected requirements should be produced at least annually.
  2. Decisions about service provision should be based on cost effectiveness comparisons.
  3. The resilience of the infrastructure components should be measured and included in the Capacity plan.
  4. The Service Catalog should be maintained and kept up-to-date.

Answer(s): A



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?

  1. Availability Plan
  2. Business Resource Plan
  3. Capacity Plan
  4. Service Management Plan

Answer(s): C






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