Exam Name: ISO / IEC 20000 Foundation
Certification Provider: EXIN
Corresponding Certification: Exin Certification
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EXIN ISO20KF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Management Processes | - Release and deployment management - Control processes (incident, problem, change management) - Service delivery processes |
| Topic 2: Continual Improvement | - Improvement of service quality and processes - Measurement and performance evaluation |
| Topic 3: Service Level Management | - Service reporting and monitoring - Service Level Agreements (SLA) |
| Topic 4: Service Management System (SMS) | - ISO/IEC 20000 structure and purpose - PDCA (Plan-Do-Check-Act) cycle in service management |
EXIN ISO / IEC 20000 Foundation Sample Questions:
Why is a scope statement for ISO/IEC 20000 important?
- A. It details all of the services that have been certified
- B. It defines what the management system has been certified against
- C. It details all of the companies that have been certified
- D. It identifies which processes have been excluded from the scope
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What is the correct way to make a change to a contract as a result of a major review of an authorized contract?
- A. through the Customer representative
- B. through the Change Management process
- C. through the Supplier Management process
- D. through the Business Relationship Management process
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What is SixSigma@?
- A. It is a six step maturity model to improve the capability of business processes.
- B. It is a structured, statistically based approach to process improvement.
- C. It is a standard that is recently developed for improvement of IT processes.
- D. It is a quality instrument to measure defects in process outputs.
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What is required for an implementation of IT Service Management to be successful?
- A. A top-down approach whereby the management of the organization strongly and visibly enforces the implementation
- B. The involvement and commitment of personnel at all levels in the organization from operational staff to top management
- C. Buy-in specifically from the levels in the organization which will be operationally involved in IT Service Management activities
- D. The appointment of a specialist department responsible for the development of the process structures
New or changed services need to be accepted before being implemented into the live environment. What shall be done after a new or changed service has been implemented?
- A. An approach needs to be defined for interfacing to projects that are creating or modifying services.
- B. A Post Implementation Review (PIR) is held comparing actual outcomes against those planned.
- C. The manner in which the Change shall be reversed or remedied if unsuccessful needs to be defined.
- D. Nothing additional: the new or changed service goes into Business As Usual and will be managed as a normal service.
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