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EXIN ISO20KF Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Resolution Processes | 5% | - Incident management and service request management - Problem management |
| 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 |
| Service Delivery Processes | 5% | - Service level management, reporting, continuity, availability - Capacity, information security, and financial management |
| Service Design and Transition | 5% | - Objectives and key activities |
| Control Processes | 10% | - Change management - Configuration and release control |
| Introduction to IT Service Management | 35% | - PDCA cycle and continual improvement principles - Core concepts of ITSM, services, customers, suppliers - Purpose, benefits, and scope of ISO/IEC 20000 |
| Relationship Processes | 5% | - Supplier management - Business relationship management |
EXIN ISO / IEC 20000 Foundation Sample Questions:
Question 1
To which process shall Problem Management ensure that up-to-date information on Known Errors and corrected Problems is available?
A. Configuration Management
B. Availability Management
C. all ISO/IEC 20000 processes
D. Incident Management
Question 2
Which of the following standards was the forerunner to ISO/IEC 20000?
A. BS 15000
B. BS 1968
C. BS 8800
D. BS 7799
Question 3
What should planning for new or changed services include?
A. budgets and staff resources
B. recent Problems and Known Errors in the desktop environment
C. trends in Capacity growth of the current applications
D. major non-conformities to all Underpinning Contracts (UCs)
Question 4
Where would an IT service for the customer normally be defined?
A. in the Service Report
B. in the Operational Level Agreement (OLA)
C. in the IT Framework
D. in the Service Catalog or the Service Level Agreement (SLA)
Question 5
What is the objective of a Management System?
A. To ensure that new services and changes to services will be deliverable and manageable at the agreed cost and services quality
B. To provide the policies and the framework that is needed for the effective management and implementation of all IT services
C. To ensure that Key Performance Indicators (KPIs) are defined for all IT services
D. To define, agree, record and manage levels of services
Solutions:
| Question 1 Answer: D | Question 2 Answer: A | Question 3 Answer: A | Question 4 Answer: D | Question 5 Answer: B |
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