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EXIN ISO20KF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Management System | - Service Management System Components
|
| Topic 2: Service Design and Transition | - Planning and Implementing Services
|
| Topic 3: Fundamentals of IT Service Management | - Core Concepts of Service Management
|
| Topic 4: Service Delivery and Support Processes | - Operational Service Management Processes
|
| Topic 5: ISO/IEC 20000 Framework | - ISO/IEC 20000 Standard Structure
|
| Topic 6: Measurement and Improvement | - Monitoring and Continual Improvement
|
EXIN ISO / IEC 20000 Foundation Sample Questions:
Security controls shall be documented. What will the controls be related to?
- A. staff
- B. services
- C. locations
- D. risks
What purpose does implementation of a Quality Management System as per ISO/IEC 20000 serve?
- A. It forces the organization to adopt a hierarchical management approach.
- B. It allows the suppliers to have full visibility of the organization's internal processes.
- C. It defines specific Key Performance Indicators (KPIs) upon which service performance can be assessed.
- D. It provides a guideline for the Quality Management measures that must be taken to implement quality policy in an organization.
Where would an IT service for the customer normally be defined?
- A. in the IT Framework
- B. in the Service Catalog or the Service Level Agreement (SLA)
- C. in the Service Report
- D. in the Operational Level Agreement (OLA)
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If the service provider believes the service levels will not be met for an incident, when shall a customer be informed of this?
- A. During service reporting
- B. Never
- C. Before the breach
- D. After the breach
Part of the Configuration Management process is about Configuration identification. What should be included as an attribute of a managed Configuration Item (CI)?
- A. Licenses
- B. Known Errors
- C. Requests for Change (RFCs)
- D. Incidents
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