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EXIN ISO20KF Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Resolution Processes | 5% | - Incident management and service request management - Problem management |
| Topic 2: Service Design and Transition | 5% | - Objectives and key activities |
| Topic 3: Relationship Processes | 5% | - Business relationship management - Supplier management |
| Topic 4: Control Processes | 10% | - Change management - Configuration and release control |
| Topic 5: Introduction to IT Service Management | 35% | - Purpose, benefits, and scope of ISO/IEC 20000 - Core concepts of ITSM, services, customers, suppliers - PDCA cycle and continual improvement principles |
| Topic 6: 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 |
| Topic 7: Service Delivery Processes | 5% | - Capacity, information security, and financial management - Service level management, reporting, continuity, availability |
EXIN ISO / IEC 20000 Foundation Sample Questions:
Question 1
What is required for an implementation of IT Service Management to be successful?
A. The appointment of a specialist department responsible for the development of the process structures
B. Buy-in specifically from the levels in the organization which will be operationally involved in IT Service Management activities
C. A top-down approach whereby the management of the organization strongly and visibly enforces the implementation
D. The involvement and commitment of personnel at all levels in the organization from operational staff to top management
Question 2
What is the objective of the Service Continuity and Availability Management processes?
A. to ensure that agreed Service Continuity and Availability commitments to Customers can be met in all circumstances
B. to ensure that agreed levels of service commitments to Customers can be met in all circumstances
C. to ensure that agreed Service Continuity and Availability commitments to providers can be met in all circumstances
D. to ensure agreed effective communication towards Customers
Question 3
Why is a scope statement for ISO/IEC 20000 important?
A. It defines what the management system has been certified against
B. It details all of the services that have been certified
C. It details all of the companies that have been certified
D. It identifies which processes have been excluded from the scope
Question 4
A group of activities within Release Management is roll-out, distribution and installation. What should be ensured as part of these activities?
A. Changes are scheduled based upon priority and risk.
B. Redundant products, services and licenses are decommissioned.
C. Contingency and back-out plans are available.
D. The Release is tested to the satisfaction of the Customers.
Question 5
What is accreditation in the context of ISO/IEC 20000?
A. The determination of measurement results using defined procedures on the basis of documented requirements
B. The notification of approved testing and certification bodies with the relevant authority for publication
C. The official recognition by a third party of organizations involved in testing, inspection and certification
D. The evaluation of test results to verify compliance with requirements plus confirmation by the certification body
Solutions:
| Question 1 Answer: D | Question 2 Answer: A | Question 3 Answer: A | Question 4 Answer: B | Question 5 Answer: C |
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