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EXIN ISO20KF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Management System (SMS) | - PDCA (Plan-Do-Check-Act) cycle in service management - ISO/IEC 20000 structure and purpose |
| Service Management Processes | - Service delivery processes - Release and deployment management - Control processes (incident, problem, change management) |
| Continual Improvement | - Improvement of service quality and processes - Measurement and performance evaluation |
| Service Level Management | - Service reporting and monitoring - Service Level Agreements (SLA) |
EXIN ISO / IEC 20000 Foundation Sample Questions:
1. What is the definition of Availability?
A) a snapshot of the state of a service or individual Configuration Item (CI) at a point in time
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) a record containing details of which Configuration Items (CIs) are affected and how they are affected by an authorized Change
D) the ability of a component or service to perform its required function at a stated instant or over a stated period of time
2. What does the concept of "quality" comprise?
A) execution of Service Level Agreements (SLAs) only
B) gaining ISO/IEC 20000 certification
C) satisfying customer requirements
D) maximizing utilization of personnel capacity
3. What is the objective of the Service Continuity and Availability Management processes?
A) to ensure that agreed Service Continuity and Availability commitments to providers can be met in all circumstances
B) to ensure agreed effective communication towards Customers
C) to ensure that agreed Service Continuity and Availability commitments to Customers can be met in all circumstances
D) to ensure that agreed levels of service commitments to Customers can be met in all circumstances
4. Which stakeholder will define service level requirements?
A) Supplier
B) End user
C) Service Provider
D) Customer
5. Which of the following must be included within the Service Management plan?
A) Information security controls
B) Return to normal working
C) Tools as appropriate to support the processes
D) Configuration Item (CI) type
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: C | Question # 3 Answer: C | Question # 4 Answer: D | Question # 5 Answer: C |
