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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: Control Processes | 10% | - Change management - Configuration and release control |
| Topic 4: Relationship Processes | 5% | - Business relationship management - Supplier management |
| Topic 5: Service Design and Transition | 5% | - Objectives and key activities |
| Topic 6: Service Delivery Processes | 5% | - Capacity, information security, and financial management - Service level management, reporting, continuity, availability |
| Topic 7: The Service Management System (SMS) | 35% | - Structure and requirements of ISO/IEC 20000-1:2018 - Organizational context, leadership, and planning - Support, operation, performance evaluation, and improvement |
EXIN ISO / IEC 20000 Foundation Sample Questions:
1. Which of the following is within the scope of the requirements of ISO/IEC 20000?
A) Operations
B) Charging for IT Services
C) Information Security Management
D) Service Desk
2. Which of the following is used for the assessment of maturity of organizations?
A) MOF
B) CobIT TM
C) CMMI
D) ITIL
3. What does the concept of "quality" comprise?
A) satisfying customer requirements
B) execution of Service Level Agreements (SLAs) only
C) maximizing utilization of personnel capacity
D) gaining ISO/IEC 20000 certification
4. Which of the following actions should be taken to ensure continual improvement of a Quality Management System?
A) Analyze and evaluate the existing situation to identify areas for improvement
B) Review the Quality Management System at least annually
C) Start an internal service organization evaluation
D) Analyze customer satisfaction and identify resulting actions
5. The quality of a product may be assessed by elements such as its appearance, usefulness and robustness. Which element can be used to assess the quality of a service?
A) The number of people purchasing that service
B) How well the service meets customer and user expectations
C) How much the service costs divided by an average of evaluation scores
D) How much the service costs compared to other providers of the service
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: C | Question # 3 Answer: A | Question # 4 Answer: A | Question # 5 Answer: B |
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