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EXIN ISO20KF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Level Management | - Service Level Agreements (SLA) - Service reporting and monitoring |
| Topic 2: Continual Improvement | - Improvement of service quality and processes - Measurement and performance evaluation |
| Topic 3: Service Management System (SMS) | - PDCA (Plan-Do-Check-Act) cycle in service management - ISO/IEC 20000 structure and purpose |
| Topic 4: Service Management Processes | - Release and deployment management - Control processes (incident, problem, change management) - Service delivery processes |
EXIN ISO / IEC 20000 Foundation Sample Questions:
What is the objective of IT Service Management?
- A. to provide guaranteed service levels against business requirements
- B. to provide management of services to meet business requirements
- C. to provide services to the maximum level to the business
- D. to provide critical services to business customers
Correct Answer: B 🗳️
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What is according to ISO/IEC 20000 a required part of the planning for new or changed services?
- A. service acceptance criteria
- B. the process for identifying, measuring, reporting and managing improvement activities
- C. establishing a good relationship with the Customer
- D. setting up a process to deal with contractual disputes
Correct Answer: A 🗳️
The Service Provider should check that the Service Management objectives and the plan are being achieved. Which of the following items is not measured as part of this monitoring, measuring or review?
- A. Major non-conformities
- B. Problems
- C. Customer satisfaction
- D. Resource utilization
Correct Answer: B 🗳️
According to the ISO/IEC 20000 standard it is important that a process exists to deal with contractual disputes with suppliers. Which process is responsible for the definition of this process?
- A. Contract Management
- B. Business Relationship Management
- C. Supplier Management
- D. Service Level Management
Correct Answer: C 🗳️
Which of the following calculates the number of defects per million opportunities?
- A. MOF
- B. Six Sigma
- C. CobIT TM
- D. ITIL
Correct Answer: B 🗳️
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