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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: Relationship Processes | 5% | - Supplier management - Business relationship management |
| Topic 3: Introduction to IT Service Management | 35% | - Purpose, benefits, and scope of ISO/IEC 20000 - PDCA cycle and continual improvement principles - Core concepts of ITSM, services, customers, suppliers |
| Topic 4: 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 5: Control Processes | 10% | - Configuration and release control - Change management |
| Topic 6: Service Delivery Processes | 5% | - Capacity, information security, and financial management - Service level management, reporting, continuity, availability |
| Topic 7: Resolution Processes | 5% | - Problem management - Incident management and service request management |
EXIN ISO / IEC 20000 Foundation Sample Questions:
1. What details should be recorded as a baseline prior to implementing a plan for service improvement?
A) number of staff involved
B) backlog of changes for the service
C) time taken to operate the process
D) service quality and levels
2. Who should be recommended to support the Senior Responsible Owner in his/her responsibility for the delivery of the management system?
A) the Change Advisory Board (CAB)
B) the senior customer representative
C) a decision taking group
D) the service managers
3. What is the primary purpose of analyzing Change records?
A) to provide input to the Service Reporting process
B) to detect increasing levels of Changes and emerging trends
C) to be able to open a new Problem record, so proactive identification of Incidents is possible
D) to check if related Incident records are adequately closed
4. Part of the Configuration Management process is about Configuration identification. What should be included as an attribute of a managed Configuration Item (CI)?
A) Requests for Change (RFCs)
B) Incidents
C) Known Errors
D) Licenses
5. What is required to be included in Release Management procedures according to ISO/IEC 20000?
A) the authorization and implementation of emergency Changes
B) the recording of all reported Incidents
C) the investigation and prevention of Security Incidents
D) the updating and changing of configuration information and Change records
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: C | Question # 3 Answer: B | Question # 4 Answer: D | Question # 5 Answer: D |
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