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EXIN ISO20KF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Fundamentals of IT Service Management | - Core Concepts of Service Management
|
| Topic 2: Service Design and Transition | - Planning and Implementing Services
|
| Topic 3: Measurement and Improvement | - Monitoring and Continual Improvement
|
| Topic 4: Service Delivery and Support Processes | - Operational Service Management Processes
|
| Topic 5: Service Management System | - Service Management System Components
|
| Topic 6: ISO/IEC 20000 Framework | - ISO/IEC 20000 Standard Structure
|
EXIN ISO / IEC 20000 Foundation Sample Questions:
Question 1
What is the added value of a service being delivered?
A. You can specifically define the service by means of a Service Level Agreement (SLA).
B. You do not have to invest in a process to control it.
C. You do not have the ownership of specific costs and risks in producing the service.
D. The outcomes have a lower total cost of ownership than when the value is produced within the customer organization.
Question 2
What is the objective of the Service Continuity and Availability Management processes?
A. to ensure that agreed levels of service commitments to Customers can be met in all circumstances
B. to ensure agreed effective communication towards Customers
C. to ensure that agreed Service Continuity and Availability commitments to Customers can be met in all circumstances
D. to ensure that agreed Service Continuity and Availability commitments to providers can be met in all circumstances
Question 3
The Service Provider should check that the Service Management objectives and the plan are being achieved. Which of the following items is not measured as part of this monitoring, measuring or review?
A. Customer satisfaction
B. Resource utilization
C. Problems
D. Major non-conformities
Question 4
New or changed services need to be accepted before being implemented into the live environment. What shall be done after a new or changed service has been implemented?
A. An approach needs to be defined for interfacing to projects that are creating or modifying services.
B. The manner in which the Change shall be reversed or remedied if unsuccessful needs to be defined.
C. Nothing additional: the new or changed service goes into Business As Usual and will be managed as a normal service.
D. A Post Implementation Review (PIR) is held comparing actual outcomes against those planned.
Question 5
Any organization may be impacted by legislative or regulatory change in the future. Where should this be covered?
A. in a Change request
B. in the Business Relationship Management process
C. in the Service Management plan
D. in the Service Level Agreement (SLA)
Solutions:
| Question 1 Answer: C | Question 2 Answer: C | Question 3 Answer: C | Question 4 Answer: D | Question 5 Answer: C |
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