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EXIN ISO20KF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Management Processes | - Control processes (incident, problem, change management) - Service delivery processes - Release and deployment management |
| Continual Improvement | - Improvement of service quality and processes - Measurement and performance evaluation |
| Service Management System (SMS) | - ISO/IEC 20000 structure and purpose - PDCA (Plan-Do-Check-Act) cycle in service management |
| Service Level Management | - Service Level Agreements (SLA) - Service reporting and monitoring |
EXIN ISO / IEC 20000 Foundation Sample Questions:
What purpose can the ISO/IEC 20000 standard serve?
- A. It helps to decide on the requirements that need to be verified within the scope of a supply agreement.
- B. It defines specific Key Performance Indicators (KPIs) upon which service performance can be assessed.
- C. It provides a yardstick for the design of a Total Quality Management System.
- D. It defines the requirements to be satisfied in a certification audit.
Correct Answer: D 🗳️
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Which of the following statements is true?
- A. Release Management, Change Management and Configuration Management are Control processes.
- B. There shall be an integrated approach to Change and Configuration Management planning.
- C. Release Management shall be implemented only after the processes Change Management and Configuration Management have become mature.
- D. Change Management is the most important of the Control processes.
Correct Answer: B 🗳️
What purpose does implementation of a Quality Management System as per ISO/IEC 20000 serve?
- A. It allows the suppliers to have full visibility of the organization's internal processes.
- B. It defines specific Key Performance Indicators (KPIs) upon which service performance can be assessed.
- C. It forces the organization to adopt a hierarchical management approach.
- D. It provides a guideline for the Quality Management measures that must be taken to implement quality policy in an organization.
Correct Answer: D 🗳️
When should the final closure of an Incident record be completed?
- A. when the Incident has been dispatched outside the Service Desk department
- B. when the Incident is solved and normal operation is restored
- C. when the initiating user has been given the opportunity to confirm that the service is restored
- D. when all relevant information for classification and routing has been entered
Correct Answer: C 🗳️
Which of the following standards was the forerunner to ISO/IEC 20000?
- A. BS 1968
- B. BS 7799
- C. BS 8800
- D. BS 15000
Correct Answer: D 🗳️
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