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EXIN ISO20KF Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Delivery Processes | 5% | - Service level management, reporting, continuity, availability - Capacity, information security, and financial management |
| Topic 2: Resolution Processes | 5% | - Problem management - Incident management and service request management |
| Topic 3: The Service Management System (SMS) | 35% | - Organizational context, leadership, and planning - Support, operation, performance evaluation, and improvement - Structure and requirements of ISO/IEC 20000-1:2018 |
| Topic 4: Control Processes | 10% | - Configuration and release control - Change management |
| Topic 5: Relationship Processes | 5% | - Business relationship management - Supplier management |
| Topic 6: 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 |
| Topic 7: Service Design and Transition | 5% | - Objectives and key activities |
EXIN ISO / IEC 20000 Foundation Sample Questions:
1. Where are agreements regarding Service Delivery and its relationship to Security Management recorded?
A) in a Service Level Agreement (SLA)
B) in a Configuration Management Database (CMDB)
C) in a Definitive Software Library (DSL)
D) in a Capacity Plan
2. When a new service is being planned, Service Level Management needs to ensure that existing performance levels of other IT services will not be unduly impacted. From which process will Service Level Management require input?
A) Availability Management
B) Capacity Management
C) IT Service Continuity Management
D) Financial Management for IT Services
3. According to the ISO/IEC 20000 standard it is important that a process exists to deal with contractual disputes with suppliers. Which process is responsible for the definition of this process?
A) Supplier Management
B) Contract Management
C) Business Relationship Management
D) Service Level Management
4. The quality of a product may be assessed by elements such as its appearance, usefulness and robustness. Which element can be used to assess the quality of a service?
A) How much the service costs divided by an average of evaluation scores
B) How well the service meets customer and user expectations
C) The number of people purchasing that service
D) How much the service costs compared to other providers of the service
5. Which standard describes the fundamental aspects of Quality Management Systems?
A) ISO/IEC 20000
B) ISO/IEC 15504
C) ISO 9000
D) ISO/IEC 27001
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: B | Question # 3 Answer: A | Question # 4 Answer: B | Question # 5 Answer: C |
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