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EXIN ISO20KF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Continual Improvement | - Measurement and performance evaluation - Improvement of service quality and processes |
| Service Management Processes | - Control processes (incident, problem, change management) - Release and deployment management - Service delivery processes |
| Service Management System (SMS) | - PDCA (Plan-Do-Check-Act) cycle in service management - ISO/IEC 20000 structure and purpose |
| Service Level Management | - Service Level Agreements (SLA) - Service reporting and monitoring |
EXIN ISO / IEC 20000 Foundation Sample Questions:
Which of the following statements is true?
- A. Release Management, Change Management and Configuration Management are Control processes.
- B. There shall be an integrated approach to Change and Configuration Management planning.
- C. Release Management shall be implemented only after the processes Change Management and Configuration Management have become mature.
- D. Change Management is the most important of the Control processes.
Correct Answer: B 🗳️
When a new service is being planned, Service Level Management needs to ensure that existing performance levels of other IT services will not be unduly impacted. From which process will Service Level Management require input?
- A. IT Service Continuity Management
- B. Capacity Management
- C. Financial Management for IT Services
- D. Availability Management
Correct Answer: B 🗳️
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 details the effects of new technologies and techniques on capacity.
- B. The plan does not state any tools requirements.
- C. The plan defines the tools as appropriate to support the processes.
- D. The plan lists how every individual process is supported by a tool.
Correct Answer: C 🗳️
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The Service Provider should check that the Service Management objectives and the plan are being achieved. Which of the following items is not measured as part of this monitoring, measuring or review?
- A. Major non-conformities
- B. Problems
- C. Resource utilization
- D. Customer satisfaction
Correct Answer: B 🗳️
During an audit, evidence is required for Service Management policies, plans and procedures. Who should ensure that this evidence is available?
- A. the Business Relationship process owner
- B. the Service Level Manager
- C. theSenior responsible owner
- D. the Auditor
Correct Answer: C 🗳️
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