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EXIN ISO20KF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Continual Improvement | - Improvement of service quality and processes - Measurement and performance evaluation |
| Service Management Processes | - Control processes (incident, problem, change management) - Release and deployment management - Service delivery processes |
| Service Management System (SMS) | - ISO/IEC 20000 structure and purpose - PDCA (Plan-Do-Check-Act) cycle in service management |
| Service Level Management | - Service Level Agreements (SLA) - Service reporting and monitoring |
EXIN ISO / IEC 20000 Foundation Sample Questions:
1. An objective of Capacity Management is to ensure that the service provider has, at all times, sufficient Capacity to meet the current and future agreed demands of the Customer's business needs. What document is produced to support this objective?
A) Service Management Plan
B) Availability Plan
C) Business Resource Plan
D) Capacity Plan
2. Which of the following statements is true?
A) Change Management is the most important of the Control processes.
B) Release Management shall be implemented only after the processes Change Management and Configuration Management have become mature.
C) There shall be an integrated approach to Change and Configuration Management planning.
D) Release Management, Change Management and Configuration Management are Control processes.
3. What is the added value of a service being delivered?
A) The outcomes have a lower total cost of ownership than when the value is produced within the customer organization.
B) You do not have to invest in a process to control it.
C) You can specifically define the service by means of a Service Level Agreement (SLA).
D) You do not have the ownership of specific costs and risks in producing the service.
4. In planning to implement Service Management, what does the plan need to say regarding tools according to ISO/IEC 20000-2:2005?
A) The plan details the effects of new technologies and techniques on capacity.
B) The plan does not state any tools requirements.
C) The plan lists how every individual process is supported by a tool.
D) The plan defines the tools as appropriate to support the processes.
5. Which of the following is used for the assessment of maturity of organizations?
A) MOF
B) CMMI
C) CobIT TM
D) ITIL
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: C | Question # 3 Answer: D | Question # 4 Answer: D | Question # 5 Answer: B |
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