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EXIN ISO20KF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Level Management | - Service reporting and monitoring - Service Level Agreements (SLA) |
| Topic 2: Service Management Processes | - Release and deployment management - Control processes (incident, problem, change management) - Service delivery processes |
| Topic 3: Continual Improvement | - Improvement of service quality and processes - Measurement and performance evaluation |
| Topic 4: Service Management System (SMS) | - PDCA (Plan-Do-Check-Act) cycle in service management - ISO/IEC 20000 structure and purpose |
EXIN ISO / IEC 20000 Foundation Sample Questions:
Question 1
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. Problems
B. Customer satisfaction
C. Resource utilization
D. Major non-conformities
Question 2
What is the purpose of CobiT TM ?
A. To provide a certified measurement framework that legally provides proof of meeting the Sarbanes-Oxley (SOX) requirements
B. To provide a uniform structure to understand, implement and evaluate IT capabilities, performance and risks
C. To provide a high level process model that organizes a broad range of IT activities
D. To provide a set of detailed practices on how to implement processes and is therefore well suited as a process implementation tool
Question 3
What is a Configuration Baseline?
A. A benchmark of the service provider's capability
B. A configuration audit report
C. The change requests allocated to a release
D. A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time
Question 4
When scoping for ISO/IEC 20000, what is it that will be audited for certification?
A. the sections of the standard in scope
B. the ITIL processes in scope
C. the Management System in scope
D. the services in scope
Question 5
What is required to be included in proposals for new or changed services according to ISO/IEC 20000?
A. cost, organizational, technical and commercial impact
B. the policies, plans and procedures of each process or set of processes
C. the Service Management plan
D. an updated Operational Level Agreement
Solutions:
| Question 1 Answer: A | Question 2 Answer: B | Question 3 Answer: D | Question 4 Answer: C | Question 5 Answer: A |
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