Exam Name: ISO / IEC 20000 Foundation
Certification Provider: EXIN
Corresponding Certification: Exin Certification
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EXIN ISO20KF Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Resolution Processes | 5% | - Incident management and service request management - Problem management |
| Relationship Processes | 5% | - Business relationship management - Supplier management |
| Control Processes | 10% | - Configuration and release control - Change management |
| The Service Management System (SMS) | 35% | - Support, operation, performance evaluation, and improvement - Structure and requirements of ISO/IEC 20000-1:2018 - Organizational context, leadership, and planning |
| Service Delivery Processes | 5% | - Service level management, reporting, continuity, availability - Capacity, information security, and financial management |
| Introduction to IT Service Management | 35% | - Purpose, benefits, and scope of ISO/IEC 20000 - PDCA cycle and continual improvement principles - Core concepts of ITSM, services, customers, suppliers |
| Service Design and Transition | 5% | - Objectives and key activities |
EXIN ISO / IEC 20000 Foundation Sample Questions:
Which of the following is a benefit of ISO/IEC 20000 certification?
- A. It shows that a company takes quality seriously and that each service is independently audited before it is being delivered.
- B. It shows that a company manages IT Services according to an independently audited quality standard.
- C. It shows that the highest possible quality level has been achieved.
- D. It guarantees that all certified IT Service Management processes are at least audited by a registered certification body once a year.
The Relationship processes describe the relationships with the business and with the suppliers. What should the Relationship processes ensure?
- A. that the business and suppliers are directly informed of Major Incidents
- B. that the service levels for all services are consistent in the supply chain
- C. that there is a frequent contact between the suppliers and the business to resolve dissatisfaction issues
- D. that all parties understand the business needs, responsibilities and obligations
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Which of the following is used for the assessment of maturity of organizations?
- A. CobIT TM
- B. ITIL
- C. CMMI
- D. MOF
What is a responsibility of the Service Provider with regard to Supplier Management as defined in ISO/IEC 20000-1:2005?
- A. to ensure that subcontracted suppliers meet contractual requirements in all circumstances
- B. to ensure that supplier processes and procedures are defined where outsourced
- C. to ensure that a process exists for the procurement of suppliers
- D. to ensure that Service Level Agreements (SLAs) with suppliers are aligned with SLAs of the business
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Why is it important for Service Providers to provide documents and records?
- A. to ensure employeesare aware of the relevance and importance of their work activities
- B. It is part of the requirements (evidence) to become ISO/IEC 20000 compliant.
- C. to ensure effective planning, operation and control of Service Management
- D. to be able to uniquely identify and record all Configuration Items (CIs) in the Configuration Management Database (CMDB)
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