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EXIN ISO20KF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Management System (SMS) | - ISO/IEC 20000 structure and purpose - PDCA (Plan-Do-Check-Act) cycle in service management |
| Service Management Processes | - Release and deployment management - Service delivery processes - Control processes (incident, problem, change management) |
| Continual Improvement | - Improvement of service quality and processes - Measurement and performance evaluation |
| Service Level Management | - Service reporting and monitoring - Service Level Agreements (SLA) |
EXIN ISO / IEC 20000 Foundation Sample Questions:
What does an IT service definition include?
- A. the use of IT to improve employee satisfaction within the organization
- B. the use of IT to support the business processes of suppliers and partners
- C. the use of IT to support the customers business processes
- D. the use of IT to support the organizations internal business processes
Correct Answer: C 🗳️
What is the objective of a Management System?
- A. To ensure that new services and changes to services will be deliverable and manageable at the agreed cost and services quality
- B. To provide the policies and the framework that is needed for the effective management and implementation of all IT services
- C. To define, agree, record and manage levels of services
- D. To ensure that Key Performance Indicators (KPIs) are defined for all IT services
Correct Answer: B 🗳️
Top management needs to ensure that its employees are aware of the relevance and importance of their activities. What else do all employees need to be aware of?
- A. how they contribute to the achievement of the Service Management objectives
- B. how they can provide policies and a framework for a Management System
- C. how they contribute to the Total Cost of Ownership (TCO)
- D. how they contribute to the total salary reduction
Correct Answer: A 🗳️
What should planning for new or changed services include?
- A. recent Problems and Known Errors in the desktop environment
- B. trends in Capacity growth of the current applications
- C. major non-conformities to all Underpinning Contracts (UCs)
- D. budgets and staff resources
Correct Answer: D 🗳️
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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 Customer representative
- B. through the Business Relationship Management process
- C. through the Change Management process
- D. through the Supplier Management process
Correct Answer: C 🗳️
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