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EXIN ISO20KF Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Delivery Processes | 5% | - Service level management, reporting, continuity, availability - Capacity, information security, and financial management |
| The Service Management System (SMS) | 35% | - Organizational context, leadership, and planning - Structure and requirements of ISO/IEC 20000-1:2018 - Support, operation, performance evaluation, and improvement |
| 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 |
| Service Design and Transition | 5% | - Objectives and key activities |
| Resolution Processes | 5% | - Incident management and service request management - Problem management |
| Relationship Processes | 5% | - Supplier management - Business relationship management |
| Control Processes | 10% | - Configuration and release control - Change management |
EXIN ISO / IEC 20000 Foundation Sample Questions:
Question 1
Security controls shall be documented. What will the controls be related to?
A. locations
B. risks
C. services
D. staff
Question 2
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. Contract Management
C. Service Level Management
D. Supplier Management
Question 3
Which of the following tasks is assigned to each process manager?
A. Ensuring the process is running effectively and efficiently
B. Following up on Incidents
C. Setting up Service Level Agreements with the users
D. Channeling data to Problem Management
Question 4
Why is a scope statement for ISO/IEC 20000 important?
A. It details all of the companies that have been certified
B. It defines what the management system has been certified against
C. It identifies which processes have been excluded from the scope
D. It details all of the services that have been certified
Question 5
What should planning for a new or changed service consider?
A. Known Errors to file systems
B. the existing service levels
C. verification that the appropriate level of testing is completed
D. a complete review of all recent security breaches
Solutions:
| Question 1 Answer: B | Question 2 Answer: D | Question 3 Answer: A | Question 4 Answer: B | Question 5 Answer: B |
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