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EXIN ISO20KF Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Introduction to IT Service Management | 35% | - PDCA cycle and continual improvement principles - Core concepts of ITSM, services, customers, suppliers - Purpose, benefits, and scope of ISO/IEC 20000 |
| Topic 2: The Service Management System (SMS) | 35% | - Organizational context, leadership, and planning - Support, operation, performance evaluation, and improvement - Structure and requirements of ISO/IEC 20000-1:2018 |
| Topic 3: Relationship Processes | 5% | - Supplier management - Business relationship management |
| Topic 4: Resolution Processes | 5% | - Problem management - Incident management and service request management |
| Topic 5: Service Design and Transition | 5% | - Objectives and key activities |
| Topic 6: Service Delivery Processes | 5% | - Service level management, reporting, continuity, availability - Capacity, information security, and financial management |
| Topic 7: Control Processes | 10% | - Change management - Configuration and release control |
EXIN ISO / IEC 20000 Foundation Sample Questions:
Question #1
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. Review the Quality Management System at least annually
C. Start an internal service organization evaluation
D. Analyze and evaluate the existing situation to identify areas for improvement
Question #2
What is the purpose of CobiT TM ?
A. To provide a uniform structure to understand, implement and evaluate IT capabilities, performance and risks
B. To provide a certified measurement framework that legally provides proof of meeting the Sarbanes-Oxley (SOX) requirements
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 the certification audit primarily based on?
A. personnel records
B. process descriptions
C. specifications
D. reports by certified financial auditors
Question #4
Which processes should the Plan, Do, Check, Act methodology be applied to?
A. the Requirements for a Management System process
B. the Planning & Implementing Service Management process
C. all of the processes in scope of ISO/IEC 20000
D. those that support business critical services
Question #5
Who should be recommended to support the Senior Responsible Owner in his/her responsibility for the delivery of the management system?
A. the senior customer representative
B. a decision taking group
C. the service managers
D. the Change Advisory Board (CAB)
Solutions:
| Question #1 Correct Answer: D | Question #2 Correct Answer: A | Question #3 Correct Answer: B | Question #4 Correct Answer: C | Question #5 Correct Answer: B |
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