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EXIN ISO20KF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: ISO/IEC 20000 Framework | - ISO/IEC 20000 Standard Structure
|
| Topic 2: Service Delivery and Support Processes | - Operational Service Management Processes
|
| Topic 3: Service Design and Transition | - Planning and Implementing Services
|
| Topic 4: Service Management System | - Service Management System Components
|
| Topic 5: Measurement and Improvement | - Monitoring and Continual Improvement
|
| Topic 6: Fundamentals of IT Service Management | - Core Concepts of Service Management
|
EXIN ISO / IEC 20000 Foundation Sample Questions:
Which type of event or activity can trigger a service Change, which would need to be catered for in the Service Management plan?
- A. Service improvement activities
- B. System Lifecycle Management
- C. Urgent Change
- D. Major Incident
Correct Answer: A 🗳️
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What is SixSigma@?
- A. It is a structured, statistically based approach to process improvement.
- B. It is a six step maturity model to improve the capability of business processes.
- C. It is a quality instrument to measure defects in process outputs.
- D. It is a standard that is recently developed for improvement of IT processes.
Correct Answer: A 🗳️
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What is required for an implementation of IT Service Management to be successful?
- A. A top-down approach whereby the management of the organization strongly and visibly enforces the implementation
- B. Buy-in specifically from the levels in the organization which will be operationally involved in IT Service Management activities
- C. The involvement and commitment of personnel at all levels in the organization from operational staff to top management
- D. The appointment of a specialist department responsible for the development of the process structures
Correct Answer: C 🗳️
What is the definition of Availability?
- A. the ability of a component or service to perform its required function at a stated instant or over a stated period of time
- B. any event which is not part of the standard operation of a service and which causes or may cause an interruption to, or a reduction in, the quality of that service
- C. a snapshot of the state of a service or individual Configuration Item (CI) at a point in time
- D. a record containing details of which Configuration Items (CIs) are affected and how they are affected by an authorized Change
Correct Answer: A 🗳️
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According to ISO/IEC 20000, what is the minimum frequency for the Service Provider and the Customer to attend a service review meeting for discussing changes to the service scope?
- A. quarterly
- B. annually
- C. only when there is a businessneed to change the service
- D. monthly
Correct Answer: B 🗳️
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