Exam Name: ISO / IEC 20000 Foundation
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Corresponding Certification: Exin Certification
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EXIN ISO20KF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| ISO/IEC 20000 Framework | - ISO/IEC 20000 Standard Structure
|
| Service Management System | - Service Management System Components
|
| Service Design and Transition | - Planning and Implementing Services
|
| Service Delivery and Support Processes | - Operational Service Management Processes
|
| Measurement and Improvement | - Monitoring and Continual Improvement
|
| Fundamentals of IT Service Management | - Core Concepts of Service Management
|
EXIN ISO / IEC 20000 Foundation Sample Questions:
Why is it important for Service Providers to provide documents and records?
- A. to ensure employeesare aware of the relevance and importance of their work activities
- B. It is part of the requirements (evidence) to become ISO/IEC 20000 compliant.
- C. to ensure effective planning, operation and control of Service Management
- D. to be able to uniquely identify and record all Configuration Items (CIs) in the Configuration Management Database (CMDB)
Correct Answer: C 🗳️
Explanation: Only visible for ExamsLabs members. You can sign-up / login (it's free).
Why is a scope statement for ISO/IEC 20000 important?
- A. It defines what the management system has been certified against
- B. It details all of the services that have been certified
- C. It identifies which processes have been excluded from the scope
- D. It details all of the companies that have been certified
Correct Answer: A 🗳️
Explanation: Only visible for ExamsLabs members. You can sign-up / login (it's free).
Who or what should always be informed in case a Release is rejected, delayed or cancelled?
- A. Business Relationship Management
- B. the Senior Management representative
- C. Incident Management
- D. Change Management
Correct Answer: D 🗳️
The appointed member of management is only responsible for the co-ordination and management of all services. Can this person perform internal audits for the delivery processes?
- A. No, because as manager he is not competent enough.
- B. Yes, because as manager he should have knowledge of performing internal audits.
- C. No, because this person is responsible for all processes and therefore he would audit his own work.
- D. Yes, because this person is not responsible for the delivery processes.
Correct Answer: D 🗳️
Which of the following standards was the forerunner to ISO/IEC 20000?
- A. BS 1968
- B. BS 7799
- C. BS 8800
- D. BS 15000
Correct Answer: D 🗳️
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