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EXIN ISO20KF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Fundamentals of IT Service Management | - Core Concepts of Service Management
|
| Topic 2: ISO/IEC 20000 Framework | - ISO/IEC 20000 Standard Structure
|
| Topic 3: Service Delivery and Support Processes | - Operational Service Management Processes
|
| Topic 4: Service Management System | - Service Management System Components
|
| Topic 5: Measurement and Improvement | - Monitoring and Continual Improvement
|
| Topic 6: Service Design and Transition | - Planning and Implementing Services
|
EXIN ISO / IEC 20000 Foundation Sample Questions:
Which of the following is used for the assessment of maturity of organizations?
- A. MOF
- B. ITIL
- C. CMMI
- D. CobIT TM
Correct Answer: C 🗳️
What is accreditation in the context of ISO/IEC 20000?
- A. The evaluation of test results to verify compliance with requirements plus confirmation by the certification body
- B. The determination of measurement results using defined procedures on the basis of documented requirements
- C. The official recognition by a third party of organizations involved in testing, inspection and certification
- D. The notification of approved testing and certification bodies with the relevant authority for publication
Correct Answer: C 🗳️
What is the certification audit primarily based on?
- A. specifications
- B. personnel records
- C. process descriptions
- D. reports by certified financial auditors
Correct Answer: C 🗳️
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Why is it important for Service Providers to provide documents and records?
- A. It is part of the requirements (evidence) to become ISO/IEC 20000 compliant.
- B. to ensure employeesare aware of the relevance and importance of their work activities
- C. to be able to uniquely identify and record all Configuration Items (CIs) in the Configuration Management Database (CMDB)
- D. to ensure effective planning, operation and control of Service Management
Correct Answer: D 🗳️
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What is required to be included in proposals for new or changed services according to ISO/IEC 20000?
- A. an updated Operational Level Agreement
- B. cost, organizational, technical and commercial impact
- C. the policies, plans and procedures of each process or set of processes
- D. the Service Management plan
Correct Answer: B 🗳️
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