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EXIN ISO20KF Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Resolution Processes | 5% | - Problem management - Incident management and service request management |
| Topic 2: Service Delivery Processes | 5% | - Service level management, reporting, continuity, availability - Capacity, information security, and financial management |
| Topic 3: Relationship Processes | 5% | - Business relationship management - Supplier management |
| Topic 4: Introduction to IT Service Management | 35% | - Core concepts of ITSM, services, customers, suppliers - Purpose, benefits, and scope of ISO/IEC 20000 - PDCA cycle and continual improvement principles |
| Topic 5: The Service Management System (SMS) | 35% | - Structure and requirements of ISO/IEC 20000-1:2018 - Support, operation, performance evaluation, and improvement - Organizational context, leadership, and planning |
| Topic 6: Service Design and Transition | 5% | - Objectives and key activities |
| Topic 7: Control Processes | 10% | - Change management - Configuration and release control |
EXIN ISO / IEC 20000 Foundation Sample Questions:
1. What are the key contents of an IT Service Management system?
A) A software system for the ticket system
B) Systematic processes for ticket recording and follow-up only
C) A documented organizational and operational structure
D) A software system to monitor the key performance indicators (KPIs)
2. What is the objective of IT Service Management?
A) to provide services to the maximum level to the business
B) to provide management of services to meet business requirements
C) to provide guaranteed service levels against business requirements
D) to provide critical services to business customers
3. While planning for service improvements, what is an important best practice to consider?
A) The progress should be monitored closely by an independent project manager to maintain objectivity.
B) The service improvement targets should not change until the target is reached, or else no consistency is maintained.
C) Service improvement targets should be measurable, linked to business objectives and documented in a plan.
D) The progress of service improvement should be discussed at least weekly in the steering committee.
4. What is a benefit to an organization when the services are delivered according to ISO/IEC 20000?
A) The organization becomes more process focused and thereby more efficient.
B) The environmental needs of the employees in the organization are well looked after.
C) The organization hasless suppliers to deal with.
D) The organization behaves in a socially responsible way.
5. Which of the following is an ISO/IEC 20000 requirement relating to the service management plan?
A) it must be available in at least one hard copy and approved
B) it must include the documented procedures specified by the standard
C) it must include the scope of the organization's service management plan
D) It must never include any know-how of the organization
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: B | Question # 3 Answer: C | Question # 4 Answer: A | Question # 5 Answer: C |
