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EXIN ISO20KF Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Resolution Processes | 5% | - Problem management - Incident management and service request management |
| Relationship Processes | 5% | - Business relationship management - Supplier management |
| Control Processes | 10% | - Configuration and release control - Change management |
| Service Delivery Processes | 5% | - Capacity, information security, and financial management - Service level management, reporting, continuity, availability |
| 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 |
| Service Design and Transition | 5% | - Objectives and key activities |
| 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 |
EXIN ISO / IEC 20000 Foundation Sample Questions:
Question 1
Which of the following standards was the forerunner to ISO/IEC 20000?
A. BS 1968
B. BS 7799
C. BS 15000
D. BS 8800
Question 2
What is required to be included in proposals for new or changed services according to ISO/IEC 20000?
A. cost, organizational, technical and commercial impact
B. the policies, plans and procedures of each process or set of processes
C. an updated Operational Level Agreement
D. the Service Management plan
Question 3
What does an IT service definition include?
A. the use of IT to support the customers business processes
B. the use of IT to improve employee satisfaction within the organization
C. the use of IT to support the organizations internal business processes
D. the use of IT to support the business processes of suppliers and partners
Question 4
According to the ISO/IEC 20000 standard it is important that a process exists to deal with contractual disputes with suppliers. Which process is responsible for the definition of this process?
A. Business Relationship Management
B. Service Level Management
C. Supplier Management
D. Contract Management
Question 5
Who or what should always be informed in case a Release is rejected, delayed or cancelled?
A. Change Management
B. the Senior Management representative
C. Business Relationship Management
D. Incident Management
Solutions:
| Question 1 Answer: C | Question 2 Answer: A | Question 3 Answer: A | Question 4 Answer: C | Question 5 Answer: A |
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