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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:
1. 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
2. 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.
3. 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
4. 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
5. 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
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: C | Question # 3 Answer: B | Question # 4 Answer: D | Question # 5 Answer: C |
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