Exam Name: ISO / IEC 20000 Foundation
Certification Provider: EXIN
Corresponding Certification: Exin Certification
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EXIN ISO20KF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Management System | - Service Management System Components
|
| Topic 2: Measurement and Improvement | - Monitoring and Continual Improvement
|
| Topic 3: Service Delivery and Support Processes | - Operational Service Management Processes
|
| Topic 4: Service Design and Transition | - Planning and Implementing Services
|
| Topic 5: ISO/IEC 20000 Framework | - ISO/IEC 20000 Standard Structure
|
| Topic 6: Fundamentals of IT Service Management | - Core Concepts of Service Management
|
EXIN ISO / IEC 20000 Foundation Sample Questions:
Where would an IT service for the customer normally be defined?
- A. in the Service Catalog or the Service Level Agreement (SLA)
- B. in the Operational Level Agreement (OLA)
- C. in the IT Framework
- D. in the Service Report
Correct Answer: A 🗳️
Explanation: Only visible for TestKingFree members. You can sign-up / login (it's free).
An approach to developing and implementing a Quality Management System consists of several steps. Which of the following is not a necessary step?
- A. determining the needs and expectations of Customers and other interested parties
- B. agreeing to the quality policy and objectives with the Change Manager
- C. determining and providing the resources necessary to attain the quality objectives
- D. establishing methods to measure the effectiveness and efficiency of each process
Correct Answer: B 🗳️
Explanation: Only visible for TestKingFree members. You can sign-up / login (it's free).
When should the final closure of an Incident record be completed?
- A. when all relevant information for classification and routing has been entered
- B. when the Incident is solved and normal operation is restored
- C. when the initiating user has been given the opportunity to confirm that the service is restored
- D. when the Incident has been dispatched outside the Service Desk department
Correct Answer: C 🗳️
How should the requirements for Service Continuity and Availability be identified?
- A. This should be done on the basis of Customer satisfaction investigations, so that the real user need can be clearly identified.
- B. This should be made up from Service requirements and Service Level Agreements (SLAs) if available.
- C. This should be calculated based upon historical data for major Incidents and their consequences for the organization.
- D. This should be identified based upon the business priorities, Service Level Agreements (SLAs) and assessed risks.
Correct Answer: D 🗳️
While planning for service improvements, what is an important best practice to consider?
- A. Service improvement targets should be measurable, linked to business objectives and documented in a plan.
- B. The progress of service improvement should be discussed at least weekly in the steering committee.
- C. The progress should be monitored closely by an independent project manager to maintain objectivity.
- D. The service improvement targets should not change until the target is reached, or else no consistency is maintained.
Correct Answer: A 🗳️
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