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EXIN ISO20KF Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Design and Transition | 5% | - Objectives and key activities |
| Topic 2: The Service Management System (SMS) | 35% | - Support, operation, performance evaluation, and improvement - Structure and requirements of ISO/IEC 20000-1:2018 - Organizational context, leadership, and planning |
| Topic 3: Service Delivery Processes | 5% | - Capacity, information security, and financial management - Service level management, reporting, continuity, availability |
| Topic 4: Control Processes | 10% | - Change management - Configuration and release control |
| Topic 5: Resolution Processes | 5% | - Problem management - Incident management and service request management |
| Topic 6: Introduction to IT Service Management | 35% | - Core concepts of ITSM, services, customers, suppliers - PDCA cycle and continual improvement principles - Purpose, benefits, and scope of ISO/IEC 20000 |
| Topic 7: Relationship Processes | 5% | - Business relationship management - Supplier management |
EXIN ISO / IEC 20000 Foundation Sample Questions:
Which of the following is within the scope of the requirements of ISO/IEC 20000?
- A. Charging for IT Services
- B. Information Security Management
- C. Operations
- D. Service Desk
Correct Answer: B 🗳️
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 determine whether the Service Management requirements are effectively implemented and maintained
- B. to be able to define the objectives and requirements that are to be achieved by Service Management
- C. to be able to establish the Service Management policy, objectives and plans
- D. to be able to allocate roles and responsibilities
Correct Answer: A 🗳️
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Which of the following is an ISO/IEC 20000 requirement relating to the service management plan?
- A. it must include the scope of the organization's service management plan
- B. it must include the documented procedures specified by the standard
- C. it must be available in at least one hard copy and approved
- D. It must never include any know-how of the organization
Correct Answer: A 🗳️
Why is a scope statement for ISO/IEC 20000 important?
- A. It identifies which processes have been excluded from the scope
- B. It defines what the management system has been certified against
- C. It details all of the companies that have been certified
- D. It details all of the services that have been certified
Correct Answer: B 🗳️
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Why is it important for Service Providers to provide documents and records?
- A. It is part of the requirements (evidence) to become ISO/IEC 20000 compliant.
- 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. to be able to uniquely identify and record all Configuration Items (CIs) in the Configuration Management Database (CMDB)
Correct Answer: B 🗳️
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