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EXIN ISO20KF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Delivery and Support Processes | - Operational Service Management Processes
|
| ISO/IEC 20000 Framework | - ISO/IEC 20000 Standard Structure
|
| Measurement and Improvement | - Monitoring and Continual Improvement
|
| Service Design and Transition | - Planning and Implementing Services
|
| Fundamentals of IT Service Management | - Core Concepts of Service Management
|
| Service Management System | - Service Management System Components
|
EXIN ISO / IEC 20000 Foundation Sample Questions:
What should Quality Management Systems encourage organizations to do?
- A. To achieve the maximum level of service possible
- B. To define as many metrics as possible for each process to ensure strong control
- C. To define processesthat contribute to customer acceptance of services
- D. To achieve the lowest cost of service provision
Correct Answer: C 🗳️
What is the objective of planning and implementing new or changed services?
- A. To ensure that standard methods and procedures are used so that Changes can be handled quickly and with the lowest possible negative impact on service quality
- B. To ensure that new services and changes to services will be deliverable and manageable at the agreed cost and service quality
- C. To ensure that all Changes are assessed, approved, implemented and reviewed in a controlled manner
- D. To ensure that approved Changes are implemented in the IT infrastructure with acceptable risks for the current and new IT services
Correct Answer: B 🗳️
Availability and Service Continuity Plans need to be developed and reviewed periodically to ensure that requirements are met as agreed in all circumstances, from normal operations through to a major loss of service. What is the minimum level of frequency with which these Plans should be developed and reviewed?
- A. At least bi-annually
- B. In accordance with the business needs
- C. At least annually
- D. At every change to the business environment
Correct Answer: C 🗳️
Part of the Configuration Management process is about Configuration identification. What should be included as an attribute of a managed Configuration Item (CI)?
- A. Licenses
- B. Known Errors
- C. Requests for Change (RFCs)
- D. Incidents
Correct Answer: A 🗳️
What is the objective of IT Service Management?
- A. to provide services to the maximum level to the business
- B. to provide critical services to business customers
- C. to provide guaranteed service levels against business requirements
- D. to provide management of services to meet business requirements
Correct Answer: D 🗳️
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