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EXIN ISO20KF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| ISO/IEC 20000 Framework | - ISO/IEC 20000 Standard Structure
|
| Service Delivery and Support Processes | - Operational Service Management Processes
|
| Fundamentals of IT Service Management | - Core Concepts of Service Management
|
| Measurement and Improvement | - Monitoring and Continual Improvement
|
| Service Management System | - Service Management System Components
|
| Service Design and Transition | - Planning and Implementing Services
|
EXIN ISO / IEC 20000 Foundation Sample Questions:
Which of the following is true of process descriptions?
- A. They represent a complete set of monitoring options.
- B. They describe vertical and horizontal escalation options.
- C. They complement descriptions of structural and organizational roles and responsibilities.
- D. They express the level of compliance with the requested quality characteristics.
Correct Answer: C 🗳️
What is the certification audit primarily based on?
- A. process descriptions
- B. specifications
- C. personnel records
- D. reports by certified financial auditors
Correct Answer: A 🗳️
Explanation: Only visible for DumpExam members. You can sign-up / login (it's free).
While planning for service improvements, what is an important best practice to consider?
- A. The progress should be monitored closely by an independent project manager to maintain objectivity.
- B. Service improvement targets should be measurable, linked to business objectives and documented in a plan.
- C. The progress of service improvement should be discussed at least weekly in the steering committee.
- D. The service improvement targets should not change until the target is reached, or else no consistency is maintained.
Correct Answer: B 🗳️
Why is a scope statement for ISO/IEC 20000 important?
- A. It details all of the companies that have been certified
- B. It identifies which processes have been excluded from the scope
- C. It defines what the management system has been certified against
- D. It details all of the services that have been certified
Correct Answer: C 🗳️
Explanation: Only visible for DumpExam members. You can sign-up / login (it's free).
Security controls shall be documented. What will the controls be related to?
- A. services
- B. locations
- C. staff
- D. risks
Correct Answer: D 🗳️
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