Exam Name: ISO / IEC 20000 Foundation
Certification Provider: EXIN
Corresponding Certification: Exin Certification
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EXIN ISO20KF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Management System (SMS) | - ISO/IEC 20000 structure and purpose - PDCA (Plan-Do-Check-Act) cycle in service management |
| Continual Improvement | - Measurement and performance evaluation - Improvement of service quality and processes |
| Service Management Processes | - Release and deployment management - Service delivery processes - Control processes (incident, problem, change management) |
| Service Level Management | - Service reporting and monitoring - Service Level Agreements (SLA) |
EXIN ISO / IEC 20000 Foundation Sample Questions:
Which of the following calculates the number of defects per million opportunities?
- A. Six Sigma
- B. CobIT TM
- C. MOF
- D. ITIL
Correct Answer: A 🗳️
Why is it important that reviews are conducted at regular intervals during the Check phase of the Plan-Do-Check-Act (PDCA) methodology?
- A. to be able to establish the Service Management policy, objectives and plans
- B. to be able to allocate roles and responsibilities
- C. to be able to define the objectives and requirements that are to be achieved by Service Management
- D. to determine whether the Service Management requirements are effectively implemented and maintained
Correct Answer: D 🗳️
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What shall the Service Level Agreements (SLAs) with the suppliers be aligned with?
- A. The SLAs with the customers
- B. The Service Management Plans
- C. The SLAs with the other parties
- D. The Service Level Plans
Correct Answer: A 🗳️
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. Nothing additional: the new or changed service goes into Business As Usual and will be managed as a normal service.
- C. A Post Implementation Review (PIR) is held comparing actual outcomes against those planned.
- D. The manner in which the Change shall be reversed or remedied if unsuccessful needs to be defined.
Correct Answer: C 🗳️
Explanation: Only visible for Prep4away members. You can sign-up / login (it's free).
Which of the following actions should be taken to ensure continual improvement of a Quality Management System?
- A. Analyze customer satisfaction and identify resulting actions
- B. Analyze and evaluate the existing situation to identify areas for improvement
- C. Start an internal service organization evaluation
- D. Review the Quality Management System at least annually
Correct Answer: B 🗳️
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