ISO / IEC 20000 Foundation: ISO20KF Exam


"ISO / IEC 20000 Foundation", also known as ISO20KF exam, is a EXIN Certification. With the complete collection of questions and answers, ExamcollectionPass has assembled to take you through 116 Q&As to your ISO20KF Exam preparation. In the ISO20KF exam resources, you will cover every field and category in Exin Certification Certification helping to ready you for your successful EXIN Certification.

  • Exam Code: ISO20KF
  • Exam Name: ISO / IEC 20000 Foundation
  • Total Questions: 116

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EXIN ISO20KF Exam Syllabus Topics:

SectionObjectives
Service Delivery and Support Processes- Operational Service Management Processes
  • 1. Capacity and Availability Management
  • 2. Problem Management
  • 3. Configuration Management
  • 4. Service Level Management
  • 5. Incident and Service Request Management
  • 6. Information Security Management
Fundamentals of IT Service Management- Core Concepts of Service Management
  • 1. Process-Based Management
  • 2. Service Providers and Customers
  • 3. IT Services and Value Creation
  • 4. Continual Improvement
Service Management System- Service Management System Components
  • 1. PDCA Cycle Application
  • 2. Policies and Objectives
  • 3. Resource Management
  • 4. Governance and Documentation
Measurement and Improvement- Monitoring and Continual Improvement
  • 1. Corrective and Preventive Actions
  • 2. Service Improvement Planning
  • 3. Performance Measurement
  • 4. Service Reporting
ISO/IEC 20000 Framework- ISO/IEC 20000 Standard Structure
  • 1. Relationship with Other Frameworks and Standards
  • 2. Requirements of ISO/IEC 20000
  • 3. Purpose and Benefits of the Standard
Service Design and Transition- Planning and Implementing Services
  • 1. Service Requirements
  • 2. Service Design Principles
  • 3. Change and Release Considerations

EXIN ISO / IEC 20000 Foundation Sample Questions:

What is accreditation in the context of ISO/IEC 20000?

  • A. The notification of approved testing and certification bodies with the relevant authority for publication
  • B. The official recognition by a third party of organizations involved in testing, inspection and certification
  • C. The evaluation of test results to verify compliance with requirements plus confirmation by the certification body
  • D. The determination of measurement results using defined procedures on the basis of documented requirements
Answer: B

All service changes should be reflected in Change Management records. Which of the aspects below is an example of a service change, that needs to be reflected in a Change record?

  • A. a major Incident
  • B. a Service Level Agreement failure
  • C. an identified Problem
  • D. a formal closure of services
Answer: D

Which of the following tasks is assigned to each process manager?

  • A. Ensuring the process is running effectively and efficiently
  • B. Setting up Service Level Agreements with the users
  • C. Channeling data to Problem Management
  • D. Following up on Incidents
Answer: A

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. Analyze and evaluate the existing situation to identify areas for improvement
  • D. Start an internal service organization evaluation
Answer: C

When a new service is being planned, Service Level Management needs to ensure that existing performance levels of other IT services will not be unduly impacted. From which process will Service Level Management require input?

  • A. Capacity Management
  • B. Availability Management
  • C. IT Service Continuity Management
  • D. Financial Management for IT Services
Answer: A

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