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EXIN ISO20KF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Continual Improvement | - Measurement and performance evaluation - Improvement of service quality and processes |
| Topic 2: Service Level Management | - Service reporting and monitoring - Service Level Agreements (SLA) |
| Topic 3: Service Management System (SMS) | - ISO/IEC 20000 structure and purpose - PDCA (Plan-Do-Check-Act) cycle in service management |
| Topic 4: Service Management Processes | - Control processes (incident, problem, change management) - Release and deployment management - Service delivery processes |
EXIN ISO / IEC 20000 Foundation Sample Questions:
1. Availability and Service Continuity Plans need to be developed and reviewed periodically to ensure that requirements are met as agreed in all circumstances, from normal operations through to a major loss of service. What is the minimum level of frequency with which these Plans should be developed and reviewed?
A) At every change to the business environment
B) In accordance with the business needs
C) At least annually
D) At least bi-annually
2. If the service provider believes the service levels will not be met for an incident, when shall a customer be informed of this?
A) Never
B) During service reporting
C) Before the breach
D) After the breach
3. What is required for an implementation of IT Service Management to be successful?
A) A top-down approach whereby the management of the organization strongly and visibly enforces the implementation
B) The involvement and commitment of personnel at all levels in the organization from operational staff to top management
C) Buy-in specifically from the levels in the organization which will be operationally involved in IT Service Management activities
D) The appointment of a specialist department responsible for the development of the process structures
4. What should planning for a new or changed service consider?
A) a complete review of all recent security breaches
B) Known Errors to file systems
C) the existing service levels
D) verification that the appropriate level of testing is completed
5. Why are processes required?
A) to satisfy the needs of major outsource providers
B) to ensure that service issues never arise
C) to be able to define quality objectives in a structured manner
D) to provide consistency in the output from activities
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: C | Question # 3 Answer: B | Question # 4 Answer: C | Question # 5 Answer: D |



