Exam Name: ISO / IEC 20000 Foundation
Certification Provider: EXIN
Corresponding Certification: Exin Certification
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EXIN ISO20KF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| 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 |
| Service Management Processes | - Release and deployment management - Control processes (incident, problem, change management) - Service delivery processes |
| Service Level Management | - Service reporting and monitoring - Service Level Agreements (SLA) |
EXIN ISO / IEC 20000 Foundation Sample Questions:
What details should be recorded as a baseline prior to implementing a plan for service improvement?
- A. backlog of changes for the service
- B. service quality and levels
- C. time taken to operate the process
- D. number of staff involved
Correct Answer: B 🗳️
Explanation: Only visible for Lead2PassExam members. You can sign-up / login (it's free).
The appointed member of management is only responsible for the co-ordination and management of all services. Can this person perform internal audits for the delivery processes?
- A. No, because as manager he is not competent enough.
- B. Yes, because as manager he should have knowledge of performing internal audits.
- C. No, because this person is responsible for all processes and therefore he would audit his own work.
- D. Yes, because this person is not responsible for the delivery processes.
Correct Answer: D 🗳️
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 Total Cost of Ownership (TCO)
- B. how they contribute to the total salary reduction
- C. how they contribute to the achievement of the Service Management objectives
- D. how they can provide policies and a framework for a Management System
Correct Answer: C 🗳️
What is the added value of a service being delivered?
- A. You do not have to invest in a process to control it.
- B. You do not have the ownership of specific costs and risks in producing the service.
- C. You can specifically define the service by means of a Service Level Agreement (SLA).
- D. The outcomes have a lower total cost of ownership than when the value is produced within the customer organization.
Correct Answer: B 🗳️
In planning to implement Service Management, what does the plan need to say regarding tools according to ISO/IEC 20000-2:2005?
- A. The plan lists how every individual process is supported by a tool.
- B. The plan defines the tools as appropriate to support the processes.
- C. The plan details the effects of new technologies and techniques on capacity.
- D. The plan does not state any tools requirements.
Correct Answer: B 🗳️
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