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EXIN ISO20KF Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Control Processes | 10% | - Change management - Configuration and release control |
| Topic 2: Relationship Processes | 5% | - Supplier management - Business relationship management |
| Topic 3: Resolution Processes | 5% | - Incident management and service request management - Problem management |
| Topic 4: Service Design and Transition | 5% | - Objectives and key activities |
| 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: Service Delivery Processes | 5% | - Service level management, reporting, continuity, availability - Capacity, information security, and financial management |
| Topic 7: The Service Management System (SMS) | 35% | - Organizational context, leadership, and planning - Structure and requirements of ISO/IEC 20000-1:2018 - Support, operation, performance evaluation, and improvement |
EXIN ISO / IEC 20000 Foundation Sample Questions:
Question #1
What is mandatory to define in the Incident Management procedures?
A. The implementation of emergency Changes
B. The recording of Problems
C. The escalation of Incidents
D. The recording of deficiencies in the Configuration Management Database (CMDB)
Question #2
Which of the following calculates the number of defects per million opportunities?
A. CobIT TM
B. Six Sigma
C. ITIL
D. MOF
Question #3
In planning to implement Service Management, what does the plan need to say regarding tools according to ISO/IEC 20000-2:2005?
A. The plan defines the tools as appropriate to support the processes.
B. The plan does not state any tools requirements.
C. The plan lists how every individual process is supported by a tool.
D. The plan details the effects of new technologies and techniques on capacity.
Question #4
Where would an IT service for the customer normally be defined?
A. in the Service Catalog or the Service Level Agreement (SLA)
B. in the Operational Level Agreement (OLA)
C. in the Service Report
D. in the IT Framework
Question #5
What shall the Service Level Agreements (SLAs) with the suppliers be aligned with?
A. The SLAs with the other parties
B. The SLAs with the customers
C. The Service Level Plans
D. The Service Management Plans
Solutions:
| Question #1 Correct Answer: C | Question #2 Correct Answer: B | Question #3 Correct Answer: A | Question #4 Correct Answer: A | Question #5 Correct Answer: B |
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