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EXIN ISO20KF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Management Processes | - Service delivery processes - Control processes (incident, problem, change management) - Release and deployment management |
| Service Level Management | - Service reporting and monitoring - Service Level Agreements (SLA) |
| Service Management System (SMS) | - PDCA (Plan-Do-Check-Act) cycle in service management - ISO/IEC 20000 structure and purpose |
| Continual Improvement | - Improvement of service quality and processes - Measurement and performance evaluation |
EXIN ISO / IEC 20000 Foundation Sample Questions:
Question 1
Which stakeholder will define service level requirements?
A. Supplier
B. Service Provider
C. Customer
D. End user
Question 2
Why is it important that reviews are conducted at regular intervals during the Check phase of the Plan-Do-Check-Act (PDCA) methodology?
A. to be able to allocate roles and responsibilities
B. to be able to establish the Service Management policy, objectives and plans
C. to determine whether the Service Management requirements are effectively implemented and maintained
D. to be able to define the objectives and requirements that are to be achieved by Service Management
Question 3
What is the objective of Service Level Management?
A. To ensure a sufficient amount of Capacity has been designated in order to achieve agreed service levels
B. To ensure that agreed service Availabilitycommittments to customers can be met in all circumstances
C. To define, agree, record and manage levels of service
D. To establish and maintain good relationships with Customers
Question 4
What is the objective of IT Service Management?
A. to provide management of services to meet business requirements
B. to provide guaranteed service levels against business requirements
C. to provide critical services to business customers
D. to provide services to the maximum level to the business
Question 5
What can be improved by achieving quality objectives?
A. relationship with unauthorized parties
B. personal satisfaction of the Configuration Manager
C. relationship with interested suppliers
D. effectiveness of the service
Solutions:
| Question 1 Answer: C | Question 2 Answer: C | Question 3 Answer: C | Question 4 Answer: A | Question 5 Answer: D |
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