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EXIN ISO20KF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Management Processes | - Service delivery processes - Release and deployment management - Control processes (incident, problem, change management) |
| Topic 2: Continual Improvement | - Measurement and performance evaluation - Improvement of service quality and processes |
| Topic 3: Service Level Management | - Service Level Agreements (SLA) - Service reporting and monitoring |
| Topic 4: Service Management System (SMS) | - ISO/IEC 20000 structure and purpose - PDCA (Plan-Do-Check-Act) cycle in service management |
EXIN ISO / IEC 20000 Foundation Sample Questions:
1. According to ISO/IEC 20000, what is the minimum frequency for the Service Provider and the Customer to attend a service review meeting for discussing changes to the service scope?
A) quarterly
B) only when there is a businessneed to change the service
C) monthly
D) annually
2. What is required to be included in proposals for new or changed services according to ISO/IEC 20000?
A) cost, organizational, technical and commercial impact
B) an updated Operational Level Agreement
C) the Service Management plan
D) the policies, plans and procedures of each process or set of processes
3. What does an IT service definition include?
A) the use of IT to improve employee satisfaction within the organization
B) the use of IT to support the business processes of suppliers and partners
C) the use of IT to support the organizations internal business processes
D) the use of IT to support the customers business processes
4. An approach to developing and implementing a Quality Management System consists of several steps. Which of the following is not a necessary step?
A) agreeing to the quality policy and objectives with the Change Manager
B) determining the needs and expectations of Customers and other interested parties
C) establishing methods to measure the effectiveness and efficiency of each process
D) determining and providing the resources necessary to attain the quality objectives
5. The appointed member of management is only responsible for the co-ordination and management of all services. Can this person perform internal audits for the delivery processes?
A) No, because as manager he is not competent enough.
B) Yes, because as manager he should have knowledge of performing internal audits.
C) No, because this person is responsible for all processes and therefore he would audit his own work.
D) Yes, because this person is not responsible for the delivery processes.
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: A | Question # 3 Answer: D | Question # 4 Answer: A | Question # 5 Answer: D |
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