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EXIN ISO20KF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Management System (SMS) | - ISO/IEC 20000 structure and purpose - PDCA (Plan-Do-Check-Act) cycle in service management |
| Continual Improvement | - Improvement of service quality and processes - Measurement and performance evaluation |
| Service Management Processes | - Service delivery processes - Control processes (incident, problem, change management) - Release and deployment management |
| Service Level Management | - Service Level Agreements (SLA) - Service reporting and monitoring |
EXIN ISO / IEC 20000 Foundation Sample Questions:
1. 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
2. How should the Deming cycle be used?
A) as a model to calculate the costs of service improvement
B) as a model for continual improvement
C) as a model for customer orientation
D) as a model to be used during the design phase of the service
3. What purpose can the ISO/IEC 20000 standard serve?
A) It defines specific Key Performance Indicators (KPIs) upon which service performance can be assessed.
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 helps to decide on the requirements that need to be verified within the scope of a supply agreement.
4. Which of the following is Problem Management primarily concerned with?
A) Looking at the Change Plan
B) Looking at the cause of Incidents
C) Looking at Security Plans
D) Looking at the Release Strategy
5. What is the definition of Availability?
A) a record containing details of which Configuration Items (CIs) are affected and how they are affected by an authorized Change
B) any event which is not part of the standard operation of a service and which causes or may cause an interruption to, or a reduction in, the quality of that service
C) the ability of a component or service to perform its required function at a stated instant or over a stated period of time
D) a snapshot of the state of a service or individual Configuration Item (CI) at a point in time
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: B | Question # 3 Answer: C | Question # 4 Answer: B | Question # 5 Answer: C |
