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ISO20KF - ISO / IEC 20000 Foundation - Dump Information

Vendor : Exin
Exam Code : ISO20KF
Exam Name : ISO / IEC 20000 Foundation
Questions and Answers : 116 Q & A
Updated On : April 25, 2019
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ISO20KF Questions and Answers

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ISO20KF ISO / IEC 20000 Foundation

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ISO20KF exam Dumps Source : ISO / IEC 20000 Foundation

Test Code : ISO20KF
Test Name : ISO / IEC 20000 Foundation
Vendor Name : Exin
Q&A : 116 Real Questions

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Exin ISO / IEC 20000

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  • what is ITIL? Your ebook to the IT Infrastructure Library | killexams.com Real Questions and Pass4sure dumps

    what is ITIL?

    The IT Infrastructure Library (ITIL) is a library of volumes describing a framework of top of the line practices for supplying IT features. ITIL has gone through a couple of revisions in its heritage and at present contains 5 books, each and every covering a considerable number of tactics and ranges of the IT service lifecycle. ITIL’s systematic method to IT service management can assist businesses control chance, make stronger customer family members, establish least expensive practices, and build a solid IT ambiance that allows for for boom, scale and change.

    Developed via the British govt's critical desktop and Telecommunications company (CCTA) all over the 1980s, the ITIL first consisted of greater than 30 books, developed and launched over time, that codified choicest practices in information expertise amassed from many sources (including providers' most suitable practices) world wide. IBM, for instance, says that its 4-quantity series on programs-management ideas, A administration system for suggestions systems, everyday as the Yellow Books, offered vital enter into the normal ITIL books.

    In April 2001, CCTA, together with several different businesses, were rolled into the office of executive Commerce (OGC), which is now normal because the cabinet workplace. The OGC adopted the challenge as a part of its mission to work with the U.ok. public sector as a catalyst to achieve effectivity, cost for funds in industrial actions, and more desirable success in the beginning of courses and tasks.

    The aim wasn't to create a proprietary product that may be commercialized; fairly, it turned into to gather optimum practices that may help with what the government diagnosed was an expanding dependence inside the government on IT mixed with a painful lack of standard procedures that have been expanding fees and permitting mistakes to perpetuate. It quickly grew to be obvious that distributing these choicest practices would earnings both public and personal-sector agencies.

    through the years, ITIL's credibility and utility became identified, and in 2005 its practices contributed to and aligned with the ISO/IEC 20000 service management regular, the first international typical for IT provider administration; it is in accordance with British usual BS15000.

    due to the fact that 2013, ITIL is owned via Axelos — a joint venture between the cabinet office and Capita. Axelos offers groups the license to use the ITIL framework, whereas managing updates and process changes. besides the fact that children, to make use of ITIL internally, corporations don't have a license. ITIL v3 became launched in 2011, beneath the cupboard workplace, bringing updates to the 2007 version published under OGC.

    In 2018, Axelos introduced ITIL 4 – an incredible overhaul to the complete framework and the largest trade given that ITIL v3 became posted in 2007. ITIL 4, which all started rolling out in Q1 of 2019, offers a more agile, bendy and customizable version of ITIL this is up to date for contemporary agencies. The newest edition encourages much less siloes, greater collaboration, communique across the total enterprise and integrating agile and DevOps into ITSM concepts.

    What's within the ITIL?

    The ITIL has gone through a number of revisions in its historical past. The long-established 30 books of the ITIL had been first condensed in 2000 (when ITIL V2 became launched) to seven books, every wrapped round a facet of IT administration. Later, the ITIL Refresh project in 2007 consolidated the ITIL to 5 volumes which include 26 procedure and functions – here is stated because the ITIL 2007 version. In 2011, a further update — dubbed ITIL 2011 — was published beneath the cabinet office. The five volumes remained, and ITIL 2007 and ITIL 2011 remained similar.

    ITIL 4, which became released in 2019, continues the same center of attention on automating approaches, enhancing provider administration and integrating the IT branch into the enterprise. despite the fact, it additionally updates the framework to accommodate and answer to up to date expertise, equipment and application. given that ITIL’s closing update, the IT branch has grown to develop into quintessential to every business and the brand new framework contains this via being extra agile, flexible and collaborative.

    ITIL four contains nine guiding principles that have been adopted from the most contemporary ITIL Practitioner exam, which covers organizational change administration, communique and dimension and metrics. These ideas include:

  • focus on price
  • Design for event
  • birth the place you're
  • Work holistically
  • development iteratively
  • examine without delay
  • Be transparent
  • Collaborate
  • maintain it elementary
  • The most recent edition of ITIL makes a speciality of business tradition and integrating IT into the average company structure. It encourages collaboration between IT and other departments, especially as different company gadgets increasingly count on technology to get work performed. ITIL four also emphasizes consumer comments, considering the fact that it’s less demanding than ever for agencies to take into account their public perception, consumer satisfaction and dissatisfaction.

    For extra assistance on the merits of the latest version of ITIL, see “ITIL 4: ITSM gets agile.”

    How do I put ITIL into apply?

    ITIL is a group of e-books, however in basic terms happening a studying binge won't enrich your IT operations. First, you need to wrap your brain across the ideas and then get workforce purchase-in. Getting some IT personnel to adopt new strategies can also be like herding cats, however there are tools that can help.

    together with the ITIL comes a whole suite of consulting, practising and certification functions. From the early Nineties, certifications had been administered through two unbiased bodies: EXIN and ISEB, depending on your vicinity. the two bodies formed an alliance at the end of 2006 to additional IT service administration.

    on the grounds that 2014, Axelos is the proprietor of the ITIL personnel certification and checks are administered with the aid of accepted working towards groups (ATOs). Accreditations are administered via Strategic Examination Institutes (EIs). EIs need to be approved at once by using Axelos with a purpose to offer accreditation to ATOs.

    before enforcing ITIL at your companies, there are a couple of questions make sure to reply, equivalent to what complications your firm is making an attempt to solve and what's your route to chronic provider improvement.

    For a deeper study placing ITIL into follow, see "7 questions to ask before imposing ITIL" and "a way to get begun with ITIL."

    what is ITIL certification and is it price it?

    The ITIL v3 certification scheme in the past consisted of 5 stages: foundation, Practitioner, Intermediate, expert and grasp. every level required a higher depth of potential and knowing of ITIL. The certification scheme below ITIL 4 has been streamlined to consist of the ITIL basis and the ITIL master assessments. The ITIL groundwork examination has two paths, ITIL Managing skilled (MP) or ITIL Strategic leader (SL), which every have their own modules and tests.

    The ITIL Managing skilled (MP) examination is designed for IT practitioners who're worried with expertise and digital groups right through the organization, not simply in the IT department. This course will teach specialists every little thing they should learn about working a hit IT projects, teams and workflows.

    Modules consist of:

  • ITIL professional – Create, carry and guide
  • ITIL professional – force Stakeholder cost
  • ITIL specialist – excessive pace IT
  • ITIL Strategist – Direct, Plan & increase
  • The ITIL Strategic leader (SL) examination is designed for those who contend with “all digitally enabled functions,” and never just people that fall below IT operations. This path makes a speciality of how expertise directs enterprise method and how IT performs into that.

    Modules encompass:

  • ITIL Strategist – Direct, Plan & enhance
  • ITIL leader – Digital & IT method
  • each paths can lead to the ITIL grasp exam, which is the optimum stage of certification which you can achieve with ITIL 4.

    For these already within the core of working against a ITIL v3 certifications, credits will switch over to the new certifications. Axelos recommends that every one ITIL certification candidates continue the route in opposition t ITIL grasp.

    For in-depth analysis of ITIL certification, see "What ITIL certifications imply to your IT administration practices."

    How can ITIL improve my enterprise's company efficiency?

    A neatly-run IT company that manages possibility and maintains the infrastructure humming no longer best saves money, nevertheless it additionally allows for the company individuals to do their jobs extra readily. for example, brokerage enterprise Pershing reduced its incident response time with the aid of 50 % in the first 12 months after restructuring its provider desk based on ITIL instructions, enabling users with issues to get back to work plenty more immediately.

    ITIL offers a systematic and expert method to the management of IT provider provision, and offers here advantages:

  • reduced IT charges
  • enhanced IT capabilities by utilizing proven foremost observe tactics
  • enhanced client delight via a greater professional method to provider birth
  • requirements and suggestions
  • enhanced productiveness
  • more suitable use of abilities and experience
  • more advantageous delivery of third-party functions throughout the specification of ITIL or BS15000 as the regular for service start in capabilities procurements
  • in line with Axelos, ITIL can additionally aid businesses improve services by way of:

  • assisting organizations manipulate risk, disruption and failure
  • strengthening consumer members of the family by using “supplying effective capabilities that meet their needs”
  • setting up economical practices
  • building a sturdy environment that still makes it possible for for increase, scale and alter.
  • For a deeper look at a way to get probably the most from ITIL, see "5 steps to a success ITIL adoption."

    what is going to ITIL cost?

    Getting begun comprises the buy of the ITIL either as hardcopy, PDF, ePub or through a web subscription without delay from Axelos. Then there is the can charge of training, which fluctuates each yr. The course leading to the preliminary groundwork certificate customarily runs for two days, and classes leading to bigger certifications can be per week or extra.

    Add to that the inevitable charge of re-engineering some approaches to agree to ITIL guidelines, and adjustment of assist desk or different utility to seize the suggestions you want for tracking and producing metrics.

    there is, incidentally, no such element as "ITIL-compliant" utility; the ITIL is a framework, no longer a common. Some help desk and management utility has been engineered with ITIL practices in intellect, despite the fact, and so will lend themselves better to teams working within the framework.

    Examples of application and features designed with ITIL and ITSM in mind encompass:

  • Samange: offers provider desk automation with the ITIL framework in intellect
  • InvGate provider Desk: an internet-primarily based ITIL-in a position provider that boasts a user-pleasant interface
  • ManageEngine ServiceDesk Plus: net-primarily based assist desk and asset management software it truly is available in an ITIL version
  • imaginative and prescient Helpdesk: A multifunction carrier desk answer with ITIL integration
  • How lengthy will an ITIL venture take?

    ITIL is not a "undertaking"; or not it's an ongoing journey to improve IT carrier administration. most fulfilling practices ought to be baked into every thing, and they ought to evolve as the business evolves. With IT workforce buy-in, changes can start as soon as personnel are knowledgeable, and some effects may still be obvious within weeks or months. system changes do take time, however, as entrenched dangerous practices are rooted out and modified (and, probably, staff changes ensue), but many agencies have pronounced enormous mark downs after their first year.

    To get a more robust idea of what it will take to adopt and put in force ITIL, that you could flick through case studies on the Axelos web site. fresh case reports consist of businesses like Sony and Disney — two groups with massive IT operations to manipulate.

    What savings am i able to are expecting?

    organizations and public sector agencies which have efficaciously applied ITIL ultimate practices document huge reductions.

    as an instance, in its benefits of ITIL paper, crimson Elephant reports that Procter and Gamble saved about $500 million over four years by means of decreasing help desk calls and improving working techniques. Nationwide assurance completed a 40 p.c discount in gadget outages and estimates a $four.3 million ROI over three years, and Capital One decreased its "enterprise important" incidents with the aid of 92 % over two years. After three years of ITIL implementation, woodland items company MeadWestvaco claimed to have eliminated more than $a hundred,000 annually in IT maintenance contracts and identified a ten % profit in operational stability due to ITIL.

    without buy-in and cooperation from IT team of workers, despite the fact, any implementation is sure to fail. Bringing optimal practices into an organization is as a whole lot a PR job because it is a technical exercise.

    different criticisms include the undeniable fact that it’s unattainable to devise for every failure, event or incident so it’s no longer an accurate science. really, you received’t be aware of the exact ROI on ITIL until you implement it within your firm and use it without difficulty. ultimately, because ITIL is a framework, it will probably simplest be as a success as corporate purchase-in allows for. Embracing certifications, working towards and investing in the shift will aid enhance the probabilities of success and reductions.

    Copyright © 2019 IDG Communications, Inc.


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    ISO / IEC 20000 Foundation

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    What's new with ISO/IEC 20000? | killexams.com real questions and Pass4sure dumps

    Is there anything more exasperating than dealing with a service organization that has failed to implement even the most basic process and quality control tools? Not in my book. Those pesky critters who ate my broccoli and Brussels sprouts this summer are a distant second to IT service providers that fail to deliver uniformly high-quality services for a reasonable price.

    The 1980s-style MIS (management information systems) is still with us, and no makeover will make it more attractive. What can you do?

    Reengineer and reinvent, of course. But you don’t need to do it all by yourself. One of the simplest ways to reinvent your IT service organization is to use ISO 20000 as a foundation.

    What is ISO?

    Until recently, I used to think of ISO (International Organization for Standardization)  as a producer of standards for large, multinational corporations, but I now see it in a different light. ISO/IEC 20000-1:2011, Information Technology – Service Management – Part 1: Service management system requirements is the international standard for IT service management, and it scales well even in the smallest organizations. At 26 pages, Part 1 is straightforward and manageable. If you work in a small organization with a limited budget, adoption of service management standards makes even more sense because it enables your organization to provide proven, cost-effective services in the context of your unique business model.

    I recently spoke with Dr. Suzanne Van Hove, WG2 Convenor, Maintenance and Development of ISO/IEC 20000 – Information Technology – Service Management, within SC 40 (IT Service Management and IT Governance) under Joint Task Committee 1 (JTC1) and Chair of GIT1 (Governance of IT), the U.S. mirror group for SC 40. Suzanne took the role of WG2 Convenor at the beginning of June 2017, and as chair of GIT1, one of her responsibilities is to ensure that the United States participates across all four ISO workgroups. SC 40 currently has seven standards under revision or development across all four WGs.

    Standards groups typically meet face to face twice a year to work on the standards with their global colleagues. The next meeting for SC40 is in November of 2017 and for WG2, four standards are currently under revision: Part 1 (Requirements); Part 2 (Guidance); Part 3 (Scoping); and Part 10 (Concepts and Terminology). These meetings are critical, as global consensus is the goal for all standards.

    Suzanne received the itSMF USA Lifetime Achievement Award in 2013 and she is also co-author of Pragmatic Application of Service Management with Mark Thomas. Suzanne and Mark both have excellent courses available on Lynda.com.

    About ISO standards in general

    According to Suzanne, standards are generally written and revised on a five-year cycle, and ISO/IEC 20000-1:2011 is slightly overdue but is currently under revision and moving forward to a status of DIS (Draft International Standard). It will be reviewed at the next plenary meeting in 2018 and the forthcoming version will conform to Annex SL, “to provide a universal high-level structure, identical core text, and common terms and definitions for all management system standards (MSS),” so the new document will appear to be a radical change from the current version. Now, all MSS, which includes ISO/IEC 20000 (i.e., ISO 9001 Quality Management, ISO/IEC 27001 Information Security Management, ISO 14001 Environmental Management, ISO 50001 Energy Management, among others), have the same structure making it easier for organizations to comply with multiple MSSs if their business model demands it.

    Mapping to other frameworks

    ISO/IEC 20000 first appeared in 2005 and the current version was published in 2011. It presently contains 12 parts and additional parts are under development. 20000-1 is the standard itself, while 20000-2 provides practical guidance on application. One exciting component under development is 20000-13, which will contain guidance on the relationship between the standard and COBIT5®, and is anticipated to be published late in 2019. Part 11 maps the standard to ITIL® and Part 12 maps the standard to CMMI-SVC®.

    Applicable to organizations of all sizes

    Suzanne is also a member of JCT1 SC 7 WG 24, which looks at providing standards for the VSE (very small enterprise) and there are case studies of successful implementation in such organizations.

    Suzanne and I didn’t confine our chat solely to the ISO, and we had the opportunity to talk about a few general industry challenges, as well.

    The commoditization of IT

    “Once IT becomes a commodity, we lose the idea of a service . . . If IT goes down that commodity route we’ve really lost the capability to exploit technology for the benefit of business achievements. Technology is the differentiator. If leadership doesn’t recognize it and let go of the traditional view of IT, they find their organizations not staying at the top of the food chain and losing ground.”

    In this area, I think Suzanne is more optimistic than I about the future, because I believe we are already far down the road to commoditization. While I run across many amazing, high-quality service providers, the market for cheap, low-quality work seems to be pervasive.

    Service management

    “I have taught hundreds of foundation classes in my career, and I can count on two hands the number of people who came from the business side rather than IT. The service management principle doesn’t just rest in IT. It has to be pervasive across the organization.”

    Silos and frameworks

    Suzanne cleverly refers to organizational silos as cylinders of vertical excellence. Another related topic is the dependence on only one methodology or framework. “I think service management is slowly coming around to the understanding that the best use of these of any of these bodies of knowledge is to know more than one and be able to combine them.”

    I hope to talk to Suzanne again in the future, as she is a fountain of wisdom about all things IT service management and I learned a great deal in a short time. One completely new framework I learned about was from the SFIA Foundation, but we’ll save that for another day.

    Best of luck in your new position, Suzanne!

    This article is published as part of the IDG Contributor Network. Want to Join?

    Copyright © 2017 IDG Communications, Inc.


    ISO/IEC 20000 Foundation Program | killexams.com real questions and Pass4sure dumps

    510 KB | 2 files | null PDF,null DOC

    The ISO 20000 Foundation Program is a two-day course that offers extensive instruction on the standard. The attached document gives further details on this program.

    The ISO 20000 Foundation Program is a two-day course that offers extensive instruction on the standard and prepares participants for the associated certification exam. The curriculum includes introduction and background to ISO/IEC 20000 certification, eligibility, use and application of ISO/IEC 20000. The program is designed to prepare candidates to pass the EXIN ISO/IEC 20000 Foundation exams and to better understand the standard. The attached document gives further details on this program.

    The attached Zip file includes:

  • Intro Page.doc
  • ISO-IEC 20000 Foundation Program Overview.pdf

  • HIA achieves ISO/IEC 20000 certification | killexams.com real questions and Pass4sure dumps

    Hamad International Airport (HIA) has achieved ISO/IEC 20000:2011 certification, the international gold standard for excellence in IT service management. 

    The prestigious certificate was received by HIA chief operating officer Badr al-Meer from Peter Chamberlain, deputy head of Mission (British Embassy) on behalf of British Standards Institution Group. To provide a solid foundation for its Smart Airport Vision, HIA developed and implemented a comprehensive IT Service Delivery Management framework that was a rigorously audited by the British Standards Institute (BSI) in November 2017. Attainment of ISO/IEC 20000:2011 demonstrates that HIA has established necessary controls and procedures to consistently deliver cost-effective and high-quality IT services, ultimately enabling world-class experience to more than 30mn passengers transiting through the airport on a yearly basis, as well as its airport stakeholders and staff.Al-Meer said, “HIA is at the forefront of innovation with a solid Smart Airport Vision supported by talented staff. ISO/IEC 20000 certification is the greatest reward and acknowledgement of our world-class IT services and will support our current digital transformation. “As one of the fastest-growing hubs in the world, we are committed to providing consistent highest-quality services to our passengers and business partners, and continuous improvement in all aspects of IT service delivery will help achieve even greater accomplishments in the future.” The certification assures that the principles of the Information Technology Infrastructure Library (ITIL) have been instituted in how the airport operates, plans, manages and delivers services to its customers, as highlighted by Suhail Kadri, HIA vice-president (Information Technology).“HIA’s holistic approach of the aviation and travel business places quality at the core of service development for the benefit of all parties: our passengers, our customers, our staff members and internal stakeholders. IT services are central to our business in the traditional sense to provide the highest reliability, security, and safety standards for our operations; however, they have also assumed strategic importance for enabling innovation and digital transformation. “HIA’s internal IT department has developed and standardised over fifty end-to-end IT services and has established the framework to support new technology and services in line with the Smart Airport Vision. This achievement is proof that our world-class IT infrastructure, a key enabler for business and innovation, is managed to the highest global standards. We are proud of the remarkable teamwork and exceptional skills demonstrated by the HIA team.” Jamal Dalli, business development manager, BSI Qatar, said: "This great achievement is a strong stepping stone for Hamad International Airport towards excellence and innovation. I would like to congratulate the entire project team, senior management and all employees who were involved in this project."With its target of serving more than 50mn passengers, HIA is currently a candidate for the “Best Airport in the World” award by Skytrax, which also classified it as a five-star airport in 2017, making it one among only six airports in the world to achieve this prestigious status. It was ranked ‘Sixth Best Airport in the World’ by the ‘2017 Skytrax World Airport Awards’, moving up four places from 2016.



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    Exin ISO20KF Exam (ISO / IEC 20000 Foundation) Detailed Information



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