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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: Control Processes | 10% | - Configuration and release control - Change management |
| Topic 3: Introduction to IT Service Management | 35% | - PDCA cycle and continual improvement principles - Purpose, benefits, and scope of ISO/IEC 20000 - Core concepts of ITSM, services, customers, suppliers |
| Topic 4: The Service Management System (SMS) | 35% | - Structure and requirements of ISO/IEC 20000-1:2018 - Support, operation, performance evaluation, and improvement - Organizational context, leadership, and planning |
| Topic 5: Relationship Processes | 5% | - Supplier management - Business relationship management |
| Topic 6: Resolution Processes | 5% | - Incident management and service request management - Problem management |
| Topic 7: Service Delivery Processes | 5% | - Service level management, reporting, continuity, availability - Capacity, information security, and financial management |
EXIN ISO / IEC 20000 Foundation Sample Questions:
What does the standard explicitly recommend to be implemented with Configuration Management?
- A. Change and Release
- B. Change and Security
- C. Release
- D. Change
Correct Answer: A 🗳️
New or changed services need to be accepted before being implemented into the live environment. What shall be done after a new or changed service has been implemented?
- A. Nothing additional: the new or changed service goes into Business As Usual and will be managed as a normal service.
- B. A Post Implementation Review (PIR) is held comparing actual outcomes against those planned.
- C. The manner in which the Change shall be reversed or remedied if unsuccessful needs to be defined.
- D. An approach needs to be defined for interfacing to projects that are creating or modifying services.
Correct Answer: B 🗳️
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Which of the following defines a lifecycle that is split into four quadrants (optimizing, changing, supporting and operating)?
- A. MOF
- B. Six Sigma
- C. CobIT TM
- D. ITIL
Correct Answer: A 🗳️
Top management has to provide evidence of its commitment to developing, implementing and improving its Service Management capability within the context of the organization's business and Customers' requirements. What is the best way that management can make this visible?
- A. by outsourcing Change Management
- B. by taking part in the planning of new IT services
- C. through leadership and actions
- D. by taking disciplinary action against underperforming employees
Correct Answer: C 🗳️
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What is accreditation in the context of ISO/IEC 20000?
- A. The official recognition by a third party of organizations involved in testing, inspection and certification
- B. The notification of approved testing and certification bodies with the relevant authority for publication
- C. The determination of measurement results using defined procedures on the basis of documented requirements
- D. The evaluation of test results to verify compliance with requirements plus confirmation by the certification body
Correct Answer: A 🗳️
