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EXIN ISO20KF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Continual Improvement | - Measurement and performance evaluation - Improvement of service quality and processes |
| Service Management Processes | - Release and deployment management - Control processes (incident, problem, change management) - Service delivery processes |
| Service Management System (SMS) | - PDCA (Plan-Do-Check-Act) cycle in service management - ISO/IEC 20000 structure and purpose |
| Service Level Management | - Service Level Agreements (SLA) - Service reporting and monitoring |
EXIN ISO / IEC 20000 Foundation Sample Questions:
Customer satisfaction measurement is an important activity in the Business Relationship Management process. What is the objective of Customer satisfaction measurement?
- A. to optimize the resolution processes so that service levels are exceeded
- B. to enable the Service Provider to compare performance with the Customer satisfaction targets and previous surveys
- C. to reduce Incidents during the service delivery process
- D. to gather information about potential new services that might be interesting for the end users of the services
Correct Answer: B 🗳️
Who conducts the "first party audit"?
- A. Other persons on behalf of the Customer
- B. An external independent organization
- C. Customers of the IT Service Management organization
- D. The IT Service Management organization itself
Correct Answer: D 🗳️
Which type of event or activity can trigger a service Change, which would need to be catered for in the Service Management plan?
- A. Urgent Change
- B. Major Incident
- C. Service improvement activities
- D. System Lifecycle Management
Correct Answer: C 🗳️
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What details should be recorded as a baseline prior to implementing a plan for service improvement?
- A. backlog of changes for the service
- B. time taken to operate the process
- C. number of staff involved
- D. service quality and levels
Correct Answer: D 🗳️
Explanation: Only visible for RealValidExam members. You can sign-up / login (it's free).
Top management needs to ensure that its employees are aware of the relevance and importance of their activities. What else do all employees need to be aware of?
- A. how they contribute to the total salary reduction
- B. how they contribute to the achievement of the Service Management objectives
- C. how they can provide policies and a framework for a Management System
- D. how they contribute to the Total Cost of Ownership (TCO)
Correct Answer: B 🗳️
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