Exam Name: ISO / IEC 20000 Foundation
Certification Provider: EXIN
Corresponding Certification: Exin Certification
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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 |
| Relationship Processes | 5% | - Supplier management - Business relationship management |
| Control Processes | 10% | - Configuration and release control - Change management |
| 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 |
| Service Design and Transition | 5% | - Objectives and key activities |
| Resolution Processes | 5% | - Problem management - Incident management and service request management |
| The Service Management System (SMS) | 35% | - Organizational context, leadership, and planning - Support, operation, performance evaluation, and improvement - Structure and requirements of ISO/IEC 20000-1:2018 |
EXIN ISO / IEC 20000 Foundation Sample Questions:
Part of the Configuration Management process is about Configuration identification. What should be included as an attribute of a managed Configuration Item (CI)?
- A. Requests for Change (RFCs)
- B. Licenses
- C. Known Errors
- D. Incidents
Correct Answer: B 🗳️
What is accreditation in the context of ISO/IEC 20000?
- A. The official recognition by a third party of organizations involved in testing, inspection and certification
- B. The notification of approved testing and certification bodies with the relevant authority for publication
- C. The evaluation of test results to verify compliance with requirements plus confirmation by the certification body
- D. The determination of measurement results using defined procedures on the basis of documented requirements
Correct Answer: A 🗳️
Security controls shall be documented. What will the controls be related to?
- A. locations
- B. services
- C. staff
- D. risks
Correct Answer: D 🗳️
Problem Management is responsible for carrying out trend analysis of Incident volumes and types. What is the reason for this?
- A. to prevent repetitive occurrence of Incidents
- B. to be able to charge to the correct users of the service
- C. to provide input to the Capacity Database
- D. to be able to provide reports to management
Correct Answer: A 🗳️
Which of the following is Problem Management primarily concerned with?
- A. Looking at the Change Plan
- B. Looking at the cause of Incidents
- C. Looking at the Release Strategy
- D. Looking at Security Plans
Correct Answer: B 🗳️
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