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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 reporting and monitoring - Service Level Agreements (SLA) |
EXIN ISO / IEC 20000 Foundation Sample Questions:
Which one of the following standards is concerned primarily with security?
- A. ISO 9001
- B. ISO/IEC 27001
- C. ISO/IEC 20000
- D. ISO/IEC 15504
Correct Answer: B 🗳️
What is a benefit to an organization when the services are delivered according to ISO/IEC 20000?
- A. The environmental needs of the employees in the organization are well looked after.
- B. The organization hasless suppliers to deal with.
- C. The organization becomes morecustomer focused.
- D. The organization behaves in a socially responsible way.
Correct Answer: C 🗳️
What is the correct way to make a change to a contract as a result of a major review of an authorized contract?
- A. through the Business Relationship Management process
- B. through the Change Management process
- C. through the Supplier Management process
- D. through the Customer representative
Correct Answer: B 🗳️
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Why is a scope statement for ISO/IEC 20000 important?
- A. It details all of the companies that have been certified
- B. It identifies which processes have been excluded from the scope
- C. It details all of the services that have been certified
- D. It defines what the management system has been certified against
Correct Answer: D 🗳️
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Which of the following tasks is assigned to each process manager?
- A. Following up on Incidents
- B. Channeling data to Problem Management
- C. Ensuring the process is running effectively and efficiently
- D. Setting up Service Level Agreements with the users
Correct Answer: C 🗳️
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