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EXIN ISO20KF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Level Management | - Service reporting and monitoring - Service Level Agreements (SLA) |
| Topic 2: Service Management System (SMS) | - ISO/IEC 20000 structure and purpose - PDCA (Plan-Do-Check-Act) cycle in service management |
| Topic 3: Service Management Processes | - Service delivery processes - Control processes (incident, problem, change management) - Release and deployment management |
| Topic 4: Continual Improvement | - Measurement and performance evaluation - Improvement of service quality and processes |
EXIN ISO / IEC 20000 Foundation Sample Questions:
Question 1
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 services that have been certified
D. It details all of the companies that have been certified
Question 2
What services can be left out of the Service Catalogue?
A. no services
B. services that are delivered to lessthen 10% of the Customers
C. incidental services that are seldom delivered
D. network-related services
Question 3
Which of the following calculates the number of defects per million opportunities?
A. Six Sigma
B. MOF
C. CobIT TM
D. ITIL
Question 4
Which of the following must be included within the Service Management plan?
A. Information security controls
B. Tools as appropriate to support the processes
C. Return to normal working
D. Configuration Item (CI) type
Question 5
Which of the following actions should be taken to ensure continual improvement of a Quality Management System?
A. Start an internal service organization evaluation
B. Review the Quality Management System at least annually
C. Analyze and evaluate the existing situation to identify areas for improvement
D. Analyze customer satisfaction and identify resulting actions
Solutions:
| Question 1 Answer: B | Question 2 Answer: A | Question 3 Answer: A | Question 4 Answer: B | Question 5 Answer: C |
