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EXIN ISO20KF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Management System (SMS) | - ISO/IEC 20000 structure and purpose - PDCA (Plan-Do-Check-Act) cycle in service management |
| Topic 2: Service Management Processes | - Control processes (incident, problem, change management) - Release and deployment management - Service delivery processes |
| Topic 3: Service Level Management | - Service reporting and monitoring - Service Level Agreements (SLA) |
| Topic 4: Continual Improvement | - Improvement of service quality and processes - Measurement and performance evaluation |
EXIN ISO / IEC 20000 Foundation Sample Questions:
1. Personnel should be competent on the basis of appropriate education and experience. Which of the following is a best practice relating to competence?
A) At least two employees should be suitably trained for each role.
B) Personnel should all have a relevant Security training according to ISO/IEC 27002.
C) Appropriate records of education, training, skills and experience need to be maintained.
D) Employees should have at least a relevantbachelors degree.
2. 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 be able to uniquely identify and record all Configuration Items (CIs) in the Configuration Management Database (CMDB)
C) to ensure employeesare aware of the relevance and importance of their work activities
D) to ensure effective planning, operation and control of Service Management
3. What is the objective of the Continual Improvement (Act) stage of Planning and Implementing Service Management, as described in the ISO/IEC 20000 standard?
A) To improve the efficiency and effectiveness of service support
B) To improve the efficiency and effectiveness of the ITIL processes
C) To improve the efficiency and effectiveness of service delivery and management
D) To improve the efficiency and effectiveness of the business
4. All service changes should be reflected in Change Management records. Which of the aspects below is an example of a service change, that needs to be reflected in a Change record?
A) a formal closure of services
B) a Service Level Agreement failure
C) an identified Problem
D) a major Incident
5. Who has a responsibility in continual improvement?
A) the customer
B) Quality experts only
C) all employees
D) Management only
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: D | Question # 3 Answer: C | Question # 4 Answer: A | Question # 5 Answer: C |
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