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EXIN ISO20KF Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Delivery Processes | 5% | - Capacity, information security, and financial management - Service level management, reporting, continuity, availability |
| Control Processes | 10% | - Configuration and release control - Change management |
| Resolution Processes | 5% | - Incident management and service request management - Problem management |
| Relationship Processes | 5% | - Business relationship management - Supplier management |
| Service Design and Transition | 5% | - Objectives and key activities |
| The Service Management System (SMS) | 35% | - Support, operation, performance evaluation, and improvement - Organizational context, leadership, and planning - Structure and requirements of ISO/IEC 20000-1:2018 |
| Introduction to IT Service Management | 35% | - Purpose, benefits, and scope of ISO/IEC 20000 - Core concepts of ITSM, services, customers, suppliers - PDCA cycle and continual improvement principles |
EXIN ISO / IEC 20000 Foundation Sample Questions:
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 🗳️
Explanation: Only visible for PassSureExam members. You can sign-up / login (it's free).
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. Financial Management for IT Services
- D. IT Service Continuity Management
Correct Answer: B 🗳️
Which of the following is a best practice for Capacity Management?
- A. Decisions about service provision should be based on cost effectiveness comparisons.
- B. The Service Catalog should be maintained and kept up-to-date.
- C. A Capacity plan documenting the actual performance and the expected requirements should be produced at least annually.
- D. The resilience of the infrastructure components should be measured and included in the Capacity plan.
Correct Answer: C 🗳️
What are the key contents of an IT Service Management System?
- A. a software system for the ticket system
- B. a software system to monitor the key performance indicators (KPIs)
- C. systematic processes for ticket recording and follow-up only
- D. definition of corporate measures to achieve the required level of quality
Correct Answer: D 🗳️
Which type of event or activity can trigger a service Change, which would need to be catered for in the Service Management plan?
- A. Service improvement activities
- B. Urgent Change
- C. Major Incident
- D. System Lifecycle Management
Correct Answer: A 🗳️
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