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EXIN ISO20KF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Management Processes | - Release and deployment management - Control processes (incident, problem, change management) - Service delivery processes |
| Service Level Management | - Service Level Agreements (SLA) - Service reporting and monitoring |
| Service Management System (SMS) | - PDCA (Plan-Do-Check-Act) cycle in service management - ISO/IEC 20000 structure and purpose |
| Continual Improvement | - Improvement of service quality and processes - Measurement and performance evaluation |
EXIN ISO / IEC 20000 Foundation Sample Questions:
What purpose does implementation of a Quality Management System as per ISO/IEC 20000 serve?
- A. It defines specific Key Performance Indicators (KPIs) upon which service performance can be assessed.
- B. It allows the suppliers to have full visibility of the organization's internal processes.
- C. It provides a guideline for the Quality Management measures that must be taken to implement quality policy in an organization.
- D. It forces the organization to adopt a hierarchical management approach.
What is required for an implementation of IT Service Management to be successful?
- A. The appointment of a specialist department responsible for the development of the process structures
- B. Buy-in specifically from the levels in the organization which will be operationally involved in IT Service Management activities
- C. A top-down approach whereby the management of the organization strongly and visibly enforces the implementation
- D. The involvement and commitment of personnel at all levels in the organization from operational staff to top management
What is the primary purpose of analyzing Change records?
- A. to provide input to the Service Reporting process
- B. to be able to open a new Problem record, so proactive identification of Incidents is possible
- C. to check if related Incident records are adequately closed
- D. to detect increasing levels of Changes and emerging trends
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What services can be left out of the Service Catalogue?
- A. no services
- B. incidental services that are seldom delivered
- C. services that are delivered to lessthen 10% of the Customers
- D. network-related services
Which of the following is a best practice concerning Information Security Risk assessment?
- A. Information Security Risk assessments should be performed as a result of the review of every Incident.
- B. Information Security Risk assessments should be performed once a year.
- C. Information Security Risk assessments should be carried out by an external auditor to maintain objectivity.
- D. Information Security Risk assessments should be performed at agreed intervals and be maintained during Changes.
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