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EXIN ISO20KF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Fundamentals of IT Service Management | - Core Concepts of Service Management
|
| Topic 2: Measurement and Improvement | - Monitoring and Continual Improvement
|
| Topic 3: Service Design and Transition | - Planning and Implementing Services
|
| Topic 4: Service Delivery and Support Processes | - Operational Service Management Processes
|
| Topic 5: Service Management System | - Service Management System Components
|
| Topic 6: ISO/IEC 20000 Framework | - ISO/IEC 20000 Standard Structure
|
EXIN ISO / IEC 20000 Foundation Sample Questions:
Which of the following is used for the assessment of maturity of organizations?
- A. ITIL
- B. CobIT TM
- C. CMMI
- D. MOF
Correct Answer: C 🗳️
The Service Provider should check that the Service Management objectives and the plan are being achieved. Which of the following items is not measured as part of this monitoring, measuring or review?
- A. Major non-conformities
- B. Customer satisfaction
- C. Problems
- D. Resource utilization
Correct Answer: C 🗳️
Which of the following standards was the forerunner to ISO/IEC 20000?
- A. BS 1968
- B. BS 15000
- C. BS 7799
- D. BS 8800
Correct Answer: B 🗳️
Why is it important for Service Providers to provide documents and records?
- A. to be able to uniquely identify and record all Configuration Items (CIs) in the Configuration Management Database (CMDB)
- B. to ensure effective planning, operation and control of Service Management
- C. to ensure employeesare aware of the relevance and importance of their work activities
- D. It is part of the requirements (evidence) to become ISO/IEC 20000 compliant.
Correct Answer: B 🗳️
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What should not be part of a Service Level Agreement (SLA)?
- A. Escalation and notification process
- B. Impact and priority guidelines
- C. Lessons learned and improvement actions
- D. Authorization details
Correct Answer: C 🗳️
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