- Exam Code: ISO20KF
- 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 |
|---|---|---|
| Topic 1: Control Processes | 10% | - Change management - Configuration and release control |
| Topic 2: Service Delivery Processes | 5% | - Service level management, reporting, continuity, availability - Capacity, information security, and financial management |
| Topic 3: Resolution Processes | 5% | - Problem management - Incident management and service request management |
| Topic 4: 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 |
| Topic 5: Service Design and Transition | 5% | - Objectives and key activities |
| Topic 6: Introduction to IT Service Management | 35% | - PDCA cycle and continual improvement principles - Core concepts of ITSM, services, customers, suppliers - Purpose, benefits, and scope of ISO/IEC 20000 |
| Topic 7: Relationship Processes | 5% | - Supplier management - Business relationship management |
EXIN ISO / IEC 20000 Foundation Sample Questions:
What is according to ISO/IEC 20000 a required part of the planning for new or changed services?
- A. establishing a good relationship with the Customer
- B. the process for identifying, measuring, reporting and managing improvement activities
- C. setting up a process to deal with contractual disputes
- D. service acceptance criteria
Correct Answer: D 🗳️
What is a benefit to an organization when the services are delivered according to ISO/IEC 20000?
- A. The organization becomes morecustomer focused.
- B. The organization hasless suppliers to deal with.
- C. The environmental needs of the employees in the organization are well looked after.
- D. The organization behaves in a socially responsible way.
Correct Answer: A 🗳️
What level of Capacity is targeted by Capacity Management?
- A. sufficient Capacity to meet agreed current and future demands
- B. sufficient Capacity to meet all current and future demands
- C. sufficient Capacity to meet all development and operational requirements
- D. sufficient Capacity to meet current demands only
Correct Answer: A 🗳️
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For which type of organizations is ISO/IEC 20000 appropriate for use?
- A. for tool vendors to specify the Service Provider's processes
- B. for organizations which need to demonstrate alignment to customer requirements
- C. for organizations to confirm that all of the ITIL@ guidelines have been implemented
- D. for organizations wishing to certify their services
Correct Answer: B 🗳️
Explanation: Only visible for ITPassLeader members. You can sign-up / login (it's free).
What details should be recorded as a baseline prior to implementing a plan for service improvement?
- A. time taken to operate the process
- B. service quality and levels
- C. backlog of changes for the service
- D. number of staff involved
Correct Answer: B 🗳️
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