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EXIN ISO20KF Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Delivery Processes | 5% | - Service level management, reporting, continuity, availability - Capacity, information security, and financial management |
| Topic 2: Control Processes | 10% | - Configuration and release control - Change management |
| Topic 3: Relationship Processes | 5% | - Business relationship management - Supplier management |
| Topic 4: The Service Management System (SMS) | 35% | - Organizational context, leadership, and planning - Structure and requirements of ISO/IEC 20000-1:2018 - Support, operation, performance evaluation, and improvement |
| Topic 5: Service Design and Transition | 5% | - Objectives and key activities |
| Topic 6: Introduction to IT Service Management | 35% | - Core concepts of ITSM, services, customers, suppliers - PDCA cycle and continual improvement principles - Purpose, benefits, and scope of ISO/IEC 20000 |
| Topic 7: Resolution Processes | 5% | - Incident management and service request management - Problem management |
EXIN ISO / IEC 20000 Foundation Sample Questions:
1. Which of the following is Problem Management primarily concerned with?
A) Looking at the Change Plan
B) Looking at the Release Strategy
C) Looking at the cause of Incidents
D) Looking at Security Plans
2. Which of the following is true of process descriptions?
A) They describe vertical and horizontal escalation options.
B) They represent a complete set of monitoring options.
C) They express the level of compliance with the requested quality characteristics.
D) They complement descriptions of structural and organizational roles and responsibilities.
3. What is the objective of IT Service Management?
A) to provide management of services to meet business requirements
B) to provide guaranteed service levels against business requirements
C) to provide services to the maximum level to the business
D) to provide critical services to business customers
4. What is the objective of the Continual Improvement (Act) stage of Planning and Implementing Service Management, as described in the ISO/IEC 20000 standard?
A) To improve the efficiency and effectiveness of service support
B) To improve the efficiency and effectiveness of the business
C) To improve the efficiency and effectiveness of service delivery and management
D) To improve the efficiency and effectiveness of the ITIL processes
5. What are the key contents of an IT Service Management System?
A) a software system for the ticket system
B) systematic processes for ticket recording and follow-up only
C) definition of corporate measures to achieve the required level of quality
D) a software system to monitor the key performance indicators (KPIs)
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: D | Question # 3 Answer: A | Question # 4 Answer: C | Question # 5 Answer: C |
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