Exam Name: ISO / IEC 20000 Foundation
Certification Provider: EXIN
Corresponding Certification: Exin Certification
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EXIN ISO20KF Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Resolution Processes | 5% | - Problem management - Incident management and service request management |
| Topic 2: Introduction to IT Service Management | 35% | - PDCA cycle and continual improvement principles - Core concepts of ITSM, services, customers, suppliers - Purpose, benefits, and scope of ISO/IEC 20000 |
| Topic 3: Relationship Processes | 5% | - Business relationship management - Supplier management |
| Topic 4: Service Design and Transition | 5% | - Objectives and key activities |
| Topic 5: Service Delivery Processes | 5% | - Capacity, information security, and financial management - Service level management, reporting, continuity, availability |
| Topic 6: Control Processes | 10% | - Change management - Configuration and release control |
| Topic 7: The Service Management System (SMS) | 35% | - Organizational context, leadership, and planning - Support, operation, performance evaluation, and improvement - Structure and requirements of ISO/IEC 20000-1:2018 |
EXIN ISO / IEC 20000 Foundation Sample Questions:
What is the correct way to make a change to a contract as a result of a major review of an authorized contract?
- A. through the Business Relationship Management process
- B. through the Change Management process
- C. through the Supplier Management process
- D. through the Customer representative
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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 provides a yardstick for the design of a Total Quality Management System.
- C. It defines the requirements to be satisfied in a certification audit.
- D. It defines specific Key Performance Indicators (KPIs) upon which service performance can be assessed.
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What is according to ISO/IEC 20000 a required part of the planning for new or changed services?
- A. establishing a good relationship with the Customer
- B. the process for identifying, measuring, reporting and managing improvement activities
- C. setting up a process to deal with contractual disputes
- D. service acceptance criteria
If the service provider believes the service levels will not be met for an incident, when shall a customer be informed of this?
- A. Never
- B. During service reporting
- C. After the breach
- D. Before the breach
An objective of Capacity Management is to ensure that the service provider has, at all times, sufficient Capacity to meet the current and future agreed demands of the Customer's business needs. What document is produced to support this objective?
- A. Business Resource Plan
- B. Capacity Plan
- C. Service Management Plan
- D. Availability Plan
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