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EXIN ISO20KF Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Delivery Processes | 5% | - Capacity, information security, and financial management - Service level management, reporting, continuity, availability |
| Topic 2: Introduction to IT Service Management | 35% | - PDCA cycle and continual improvement principles - Purpose, benefits, and scope of ISO/IEC 20000 - Core concepts of ITSM, services, customers, suppliers |
| Topic 3: The Service Management System (SMS) | 35% | - Support, operation, performance evaluation, and improvement - Organizational context, leadership, and planning - Structure and requirements of ISO/IEC 20000-1:2018 |
| Topic 4: Resolution Processes | 5% | - Problem management - Incident management and service request management |
| Topic 5: Service Design and Transition | 5% | - Objectives and key activities |
| Topic 6: Control Processes | 10% | - Change management - Configuration and release control |
| Topic 7: Relationship Processes | 5% | - Business relationship management - Supplier management |
EXIN ISO / IEC 20000 Foundation Sample Questions:
The Plan-Do-Check-Act (PDCA) methodology can be applied to all ISO/IEC 20000 processes. What does the Act phase of this methodology cover?
- A. implementation of the processes
- B. establishing the objectives and processes necessary to deliver results in accordance with Customer requirements and the organization's policies
- C. monitoring and measuring processes and services and reporting the results
- D. taking the necessary actions to continually improve process performance
Correct Answer: D 🗳️
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Why is it important that reviews are conducted at regular intervals during the Check phase of the Plan-Do-Check-Act (PDCA) methodology?
- A. to be able to allocate roles and responsibilities
- B. to determine whether the Service Management requirements are effectively implemented and maintained
- C. to be able to define the objectives and requirements that are to be achieved by Service Management
- D. to be able to establish the Service Management policy, objectives and plans
Correct Answer: B 🗳️
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If the service provider believes the service levels will not be met for an incident, when shall a customer be informed of this?
- A. During service reporting
- B. After the breach
- C. Never
- D. Before the breach
Correct Answer: D 🗳️
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. A top-down approach whereby the management of the organization strongly and visibly enforces the implementation
- C. Buy-in specifically from the levels in the organization which will be operationally involved in IT Service Management activities
- D. The appointment of a specialist department responsible for the development of the process structures
Correct Answer: A 🗳️
What is accreditation in the context of ISO/IEC 20000?
- A. The official recognition by a third party of organizations involved in testing, inspection and certification
- B. The evaluation of test results to verify compliance with requirements plus confirmation by the certification body
- C. The determination of measurement results using defined procedures on the basis of documented requirements
- D. The notification of approved testing and certification bodies with the relevant authority for publication
Correct Answer: A 🗳️
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