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EXIN ISO20KF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Management System (SMS) | - PDCA (Plan-Do-Check-Act) cycle in service management - ISO/IEC 20000 structure and purpose |
| Continual Improvement | - Measurement and performance evaluation - Improvement of service quality and processes |
| Service Level Management | - Service reporting and monitoring - Service Level Agreements (SLA) |
| Service Management Processes | - Release and deployment management - Service delivery processes - Control processes (incident, problem, change management) |
EXIN ISO / IEC 20000 Foundation Sample Questions:
1. What does the concept of "quality" comprise?
A) gaining ISO/IEC 20000 certification
B) maximizing utilization of personnel capacity
C) satisfying customer requirements
D) execution of Service Level Agreements (SLAs) only
2. Part of the Configuration Management process is about Configuration identification. What should be included as an attribute of a managed Configuration Item (CI)?
A) Incidents
B) Known Errors
C) Requests for Change (RFCs)
D) Licenses
3. What is according to ISO/IEC 20000 a required part of the planning for new or changed services?
A) service acceptance criteria
B) establishing a good relationship with the Customer
C) the process for identifying, measuring, reporting and managing improvement activities
D) setting up a process to deal with contractual disputes
4. What does a quality policy aim to define?
A) the formally expressed quality intentions and direction of an organization
B) the requirements of ISO/IEC 20000
C) the legal obligations that the organization must fulfill
D) the requirements of the customer as stated in the Service Level Agreement (SLA)
5. Security controls shall be documented. What will the controls be related to?
A) services
B) locations
C) staff
D) risks
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: D | Question # 3 Answer: A | Question # 4 Answer: A | Question # 5 Answer: D |

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