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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
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ISO20KF Questions and Answers

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  1. Incorrect. The IT Framework provides a structure for service management but would not define the service itself.

  2. Incorrect. The OLA would define a support arrangement behind the prime customer service. C. Correct. The Service Catalog or the SLA would define the service for the customer.

D. Incorrect. The Service Report would provide details of service performance not define the service.


What is required to be included in Release Management procedures according to ISO/IEC 20000?

  1. the authorization and implementation of emergency Changes

  2. the investigation and prevention of Security Incidents

  3. the recording of all reported Incidents

  4. the updating and changing of configuration information and Change records

Answer: D


  1. Incorrect. This is part of the Change Management procedures.

  2. Incorrect. This is part of the Information Security Management procedures.

  3. Incorrect. This is part of the Incident Management procedures.

  4. Correct. According to the standard this is a requirement. Release management procedures shall include the updating and changing of configuration information and Change records.


What should planning for new or changed services include?

  1. budgets and staff resources

  2. major non-conformities to all Underpinning Contracts (UCs)

  3. recent Problems and Known Errors in the desktop environment

  4. trends in Capacity growth of the current applications

Answer: A


  1. Correct. When planning new or changed services it should be considered how this affects the budget and workload.

  2. Incorrect. Major non-conformities to all Underpinning Contracts are not relevant to planning for new or changed services.

  3. Incorrect. Recent Problems and Known Errors in the desktop environment have normally no relation to planning for new or changed services.

  4. Incorrect. This indicates the Capacity growth for current applications, it does not need to provide any relevant information for new or changed services.


What is required to be included in proposals for new or changed services according to ISO/IEC20000?

  1. an updated Operational Level Agreement

  2. cost, organizational, technical and commercial impact

  3. the policies, plans and procedures of each process or set of processes

  4. the Service Management plan

Answer: B


  1. Incorrect. This is not relevant.

  2. Correct. This is part of the standard.

  3. Incorrect. Documenting these documents is part of Do, revising is part of Act (in dePDCAmethodology ). This is no part of the proposals for new or changed services.

  4. Incorrect. This plan is much broader than only new or changed services.


What purpose can the ISO/IEC 20000 standard serve?

  1. It defines specific Key Performance Indicators (KPIs) upon which service performance can be assessed.

  2. It defines the requirements to be satisfied in a certification audit.

  3. It helps to decide on the requirements that need to be verified within the scope of a supply agreement.

  4. It provides a yardstick for the design of a Total Quality Management System.

Answer: B


  1. Incorrect. The standard requires that service performance is assessed by monitoring and reporting against service level targets. However, it does not define specific KPIs, as these will differ depending upon the situation (organization, services, agreed targets etc).

  2. Correct. The Specification (Part 1) of the standard defines the requirements to be satisfied in a certification audit.

  3. Incorrect. The requirements need to be driven by the business needs of the customer, not by the standard. The standard can help to ensure that suppliers are managed towards the provision of quality services.

  4. Incorrect. This is not the purpose of the ISO/IEC 20000 standard. The Specification (Part 1) of the standard defines the requirements to be satisfied in a certification audit.


Why is it important for Service Providers to provide documents and records?

  1. It is part of the requirements (evidence) to become ISO/IEC 20000 compliant.

  2. to be able to uniquely identify and record all Configuration Items (CIs) in the ConfigurationManagement Database (CMDB)

  3. to ensure effective planning, operation and control of Service Management

  4. to ensure employeesare aware of the relevance and importance of their work activities

Answer: C


  1. Incorrect. Producing documents should never be a goal solely to become ISO/IEC 20000compliant.

  2. Incorrect. This is part of Configuration Management.

  3. Correct. To manage Service Management, documents and records are needed. As a result, the Service Provider has evidence that it is in control. Producing documents should never be a goal solely to become ISO/IEC 20000 compliant.

  4. Incorrect. This is part of competence, awareness and training and is not relevant to documentation.


Who should be recommended to support the Senior Responsible Owner in his/her responsibility for the delivery of the management system?

  1. a decision taking group

  2. the Change Advisory Board (CAB)

  3. the senior customer representative

  4. the service managers

Answer: A


  1. Correct. The standard states that the Senior Responsible Owner should be supported by a decision taking group with sufficient authority to define policy and to enforce decisions.

  2. Incorrect. The Change Advisory Board is an important group with a specific

    function which is not as wide as the management system.

  3. Incorrect. The senior customer representative may provide input to requirements for the management system but will not be responsible for its delivery.

  4. Incorrect. The service managers will implement the management system that is the

responsibility of the Senior Responsible Owner.


What are the key contents of an IT Service Management System?

  1. a software system for the ticket system

  2. a software system to monitor the key performance indicators (KPIs)

  3. definition of corporate measures to achieve the required level of quality

  4. systematic processes for ticket recording and follow-up only

Answer: C

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

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EXIN BCS Business Analysis
EXIN certification scheme addresses different elements of Business Analysis, such as Business Change and Commercial Awareness. On a practitioner level (to be offered by EXIN later in 2016) more specific topics such as Requirements Engineering, Business Analysis Practice and Modelling Business Processes are covered.
CCC Big Data
The EXIN CCC certification program provides a solid base of knowledge by covering the origin and characteristics of Big Data, the tools and technologies such as Hadoop and MongoDB and the main players involved.
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The CCC Cloud Computing certification program is vendor-neutral and role-based: it addresses many aspects of Cloud Computing, encompassing all ICT roles which are critical for successful cloud adoption and readiness.
The Foundation Series
This certification program is available in Dutch only.
The EXIN DevOps Master certification is unique in the world as it comprises an advanced exam and a training that includes practical assignments to prove the competences of candidate DevOps Masters.
EXIN Business Information Management with reference to BiSL
The exam tests your theoretical knowledge of the BiSL framework. With the certificate you show that you are able to bridge the gap between business and IT. Thousands of professionals have already gained their certificate from EXIN.
EXIN Privacy and Data Protection
Having certified professionals with the right level of knowledge can help prepare your organization to face these opportunities. The EXIN Privacy & Data Protection program covers the required knowledge of laws and regulations relating to data privacy and how this knowledge can be used to be compliant.
Lean IT
Achieving more with less, that is Lean IT. Adopting a new way of thinking and doing enables companies to respond to changing customer desires with high variety, high quality, and fast throughput times. This is managed with less human effort, less space, less capital, and less time.
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Ethical Hacking is in current times of increasing cybercrime a necessity when becoming cyber-resilient: a well-known method of duplicating the intent and actions of malicious hackers in order to locate, evaluate and resolve hardware and software vulnerabilities.
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OpenStack is the Open Source operating system for building and managing cloud computing platforms for public and private clouds.
This program is the first vendor-neutral certification program for OpenStack to be offered by an independent examination institute. It focusses on how to apply and use OpenStack Software when managing company data in a Cloud.
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Cybercrime, data leaks and information security get more attention than ever in the news. Governments and companies dedicate more and more resources to these areas. However, most of their attention appears to be focused on reactive measures instead of on preventive measures. In-built security of applications is worth the investment. The certification of developers and software programmers is key in developing secure software.
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There is considerable interest in application management. This EXIN exam tests your theoretical knowledge of the context, processes and use of application management. Included within this are references to the ASL framework. This EXIN certificate is indispensable for anyone who needs to deal with application management in his/her role.
New software releases are being issued in increasingly rapid succession, making testing ever more important. The structured test management approach of TMap NEXT® ensures a shorter time-to-market, which means that qualified testers are needed.
Testing takes time and money but offers insufficient insight into the quality of the test process itself. Applying TPI NEXT® will provide not only insight into the quality but improvement as well, taking into account the business drivers of the organization.
EXIN ITSM based on ISO/IEC 20000
With an ITSM certificate, you can show that you are a professional in IT service management. Practically orientated, on various levels and aimed at job descriptions. Choice of 11 certificates.
Indispensable for any IT specialist wishing to get to the next level in IT Service Management. Put together your own pathway from the 11 ITIL® exams. Best practices, structured method, based on the lifecycle approach.
MOF serves to ensure that an IT department runs as efficiently as possible. Its strength lies in the fact that it incorporates best practices, clear principles and practical models. This certificate is based on MOF 4.0 by Microsoft.
EPI DATA Centre Management
With few exceptions, enterprises today rely on IT for the delivery of business-critical services - often directly to the end consumer. It is therefore vital that the mission critical data centre is designed, maintained and operated with hi-availability and efficiency in mind.
EXIN Cloud
This program shows that you are familiar with the main concepts of Cloud Computing and that you know what is involved in terms of procurement, management and implementation. ‘Get into the Cloud, and stay in control.’
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Applying the agile way of thinking means accepting change. Even to expect it. Because of the flexible way of working, the sprints, the daily meetings and continuous testing there is constantly room to adjust the product, or to change course half way a project. In the end the project will result in a high-quality product that is according to the clients’ wishes.
EXIN Information Security
EXIN Information Security is solely based on the NEN-ISO/IEC 27002. The EXIN qualification programme information security raises awareness of risks and instils a sense of responsibility.
EXIN ITAMOrg IT Asset Management
Trends like Cloud, Mobile, Social, Bring-Your-Own-Device, Consumerization of IT, Bring-Your-Own-Application and Big Data have created significant shifts in the way businesses operate. These shifts make IT Asset Management more important than ever: it helps organizations keep a firm grip on their businesses and most valuable assets.
EXIN Business Continuity Management
Business Continuity Management is an essential part of risk management within any organization. EXIN’s Business Continuity Management certification is policy-oriented without getting into operational ‘how to’ details.
RESILIA™ is a framework of best practice designed to build cyber resilience skills across an organization. Based on the Cyber Resilience Best Practices guide it offers practical knowledge to enhance existing management strategies and help align cyber resilience with IT operations, security and incident management.
It is a widely used project management method that navigates you through all the essentials for running a successful project.
P3O® Certification - Portfolio, Programme and Project Offices
It provides advice on how to develop a governance structure that helps optimize an organization’s investment in change.
MoV® - Management of Value
It provides a systematic method to define what value means for organizations, and to communicate it clearly to maximize value across portfolios, programs, projects and operations.
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EXIN BCS Business Analysis
Organizations are constantly striving to become more efficient and effective. But how do you know what exactly is needed to reach that goal? And what changes then need to be implemented? Are any IT solutions required? That is where the Business Analyst comes in: to investigate the business situation, identify and evaluate the different options to improve business systems, to define requirements and ensure the effective use of information systems in meeting the needs of the business.
The value
The value of business analysis is in the realization of benefits, avoidance of cost, identification of new opportunities, understanding of required capabilities and modeling the organization. Through the effective use of business analysis, any organization can realize these benefits, ultimately improving the way they do business.
EXIN Certification
EXIN certification scheme addresses different elements of Business Analysis, like Business Change and Commercial Awareness. On a practitioner level (to be offered by EXIN later in 2016) more specific topics such as Requirements Engineering, Business Analysis Practice and Modelling Business Processes are covered.
The new certification scheme has been developed by BCS, The British Computer Society. They promote wider social and economic progress through the advancement of information technology science and practice. With the vision to be a world-class organization for IT, they bring together industry, academics, practitioners and government to share knowledge, promote new thinking, inform the design of new curricula, shape public policy and inform the public.
Business Analysis Certification Scheme
Exams by levelCode
EXIN BCS Foundation Certificate in Business Analysis BAF
EXIN BCS Foundation Certificate in Business Change BCF
EXIN BCS Foundation Certificate in Commercial Awareness CAF
Learn more about EXIN IT Service Management based on ISO/IEC 20000
ITSM20 refresh: Now completely ready and live in English. Why this refresh? Easy to recognize for those who are familiar with ITIL®. Less focus on theory, more time for practical assignments. Minimal number of training days. Several side entry possibilities for quick access to the top of the program.
The EXIN ITSM based on ISO/IEC 20000 program is a unique lean approach to IT Service Management:
It combines the key ITIL® elements with the quality principles of the ISO/IEC 20000 standard.
The program allows for ITIL® side entries, both on foundation and expert level.
It contains EXIN’s approach to a practical and role based certification.
It offers many practical examples, case studies and assessments.
IT Service Management EXIN ITSM levels
Use the Fast Track calculator for more side-entry possibilities http://www.exin.com/tool
The philosophy
Rather than try to do everything that we “could do”, why not focus
on everything that we “must do” initially? This will save time and money.
ITIL® (IT Infrastructure Library) is the most accepted framework for IT Service Management (ITSM) in the world. Over 1.5 million professionals have earned one or more ITIL® certificates at EXIN.
ITIL® consists of a coherent set of best practices drawn from many public and business sectors. ITIL® is the appropriate framework for organizations that (regularly) deal with supplying, using or supporting IT services. ITIL® is based on the practice of IT Service Management and is expected to continue to be a guiding framework for a long time.
Many organizations are heavily dependent on their IT. ITIL® provides the most detailed documentation for successfully setting up management processes within an IT organization.
Exams by levelCode
ITIL ® Foundation Certificate in IT Service Management ITILF
ITIL® Practitioner ITILP
ITIL® Continual Service Improvement Certificate ITILCSI
ITIL® Managing Across the Lifecycle Certificate ITILMLC
ITIL® Operational Support and Analysis Certificate ITILOSA
ITIL® Planning, Protection and Optimization Certificate ITILPPO
ITIL® Release, Control and Validation Certificate ITILRCV
ITIL® Service Design Certificate ITILSD
ITIL® Service Operation Certificate ITILSO
ITIL® Service Offerings and Agreements Certificate ITILSOA
ITIL® Service Strategy Certificate ITILSS
ITIL® Service Transition Certificate ITILST
ITIL® Master Qualification ITILMA
ITIL ® Foundation Certificate in IT Service Management
ITIL ® Foundation Certificate in IT Service Management
ITIL Foundation is the most important certificate for IT professionals and employees wishing to know more about IT Service Management. Organizations that work according to ITIL use the complete ITIL exam program for training personnel based on their roles. Their ITILskills enable them to perform and cooperate better.
ITIL Foundation is part of the Certified Integrator program and is one of the prerequisites to attain the titles:
EXIN Certified Integrator Agile Service Projects
Target group
You are an IT professional, business manager or business process owner in an organization that operates according to ITIL. After gaining the certificate, you will understand how the ITIL exam program contributes to raising the quality of IT Service Management. Your role and qualities are important for better (team) performance.
ITIL Foundation enables you to lay the basis for a complete program of ITIL exams and obtaining various certificates in IT Service Management. This will show that you take your work according to ITIL seriously. It will improve your qualifications for working with other ITIL-certified personnel.
e-Competence Framework (e-CF)
The mapping of this certificate against the e-Competence Framework.
e-CF Area e-Competence e-1 e-2 e-3 e-4 e-5
PLAN A.2. Service Level Management
RUN C.1. User Support
C.2. Change Support
C.3. Service Delivery
C.4. Problem Management
ENABLE D.8. Contract Management
D.9. Personnel Development
MANAGE E.5. Process Improvement
Legend for coverage:
General - The competence is covered at the level indicated
Partial - The competence is covered to some extent
Superficial - Relevant knowledge is covered to some extent
The competence level is available in the framework
The competence level is not available in the framework
Exam content
Candidates are tested on:
1. Service management as a practice (comprehension)
2. The ITIL service lifecycle (comprehension)
3. Generic concepts and definitions (awareness)
4. Key principles and models (comprehension)
5. Selected processes (awareness)
6. Selected functions (awareness)
7. Selected roles (awareness)
8. Technology and architecture (awareness)
9. Competence and training (awareness)
For an elaborate list of exam specifications, literature and more information, see the Syllabus, downloadable in the right section of this website.
Click here to download the glossary in the download section in the right column.
Exam Details
Number of questions: 40
Pass mark: 65% (26 out of 40)
Open book: no
Electronic devices permitted: no
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ISO / IEC 20000 Foundation education What's new with ISO/IEC 20000? | ISO20KF Real Questions and VCE Practice Test Is there the rest greater exasperating than dealing with a provider organization that has didn't put into effect even the most simple manner and excellent manage tools? no longer in my e-book. these pesky critters who ate my broccoli and Brussels sprouts this summer season are a far off 2nd to IT service providers that fail to bring uniformly terrific capabilities for an affordable price. The 1980s-trend MIS (management tips methods) is still with us, and no makeover will make it more captivating. What are you able to do? Reengineer and reinvent, of direction. but you dont deserve to do it all by means of yourself. some of the simplest the way to reinvent your IT provider company is to use ISO 20000 as a foundation. what is ISO? unless recently, I used to consider of ISO (international corporation for Standardization) as a producer of specifications for significant, multinational organizations, however I now see it in a distinct easy. ISO/IEC 20000-1:2011, suggestions expertise service administration half 1: provider administration device necessities is the international average for IT carrier management, and it scales neatly even within the smallest corporations. At 26 pages, part 1 is easy and manageable. in case you work in a small corporation with a limited price range, adoption of carrier administration standards makes much more experience since it makes it possible for your corporation to deliver proven, good value functions in the context of your enjoyable company mannequin. I these days spoke with Dr. Suzanne Van Hove, WG2 Convenor, preservation and development of ISO/IEC 20000 suggestions expertise provider management, within SC forty (IT provider administration and IT Governance) beneath Joint project Committee 1 (JTC1) and Chair of GIT1 (Governance of IT), the U.S. reflect neighborhood for SC 40. Suzanne took the role of WG2 Convenor in the beginning of June 2017, and as chair of GIT1, one in every of her tasks is to make certain that the USA participates across all four ISO workgroups. SC forty presently has seven specifications under revision or building across all four WGs. specifications agencies customarily meet face to face twice a year to work on the necessities with their world colleagues. The next assembly for SC40 is in November of 2017 and for WG2, 4 requirements are at present under revision: part 1 (requirements); part 2 (information); half 3 (Scoping); and half 10 (concepts and Terminology). These conferences are critical, as global consensus is the goal for all necessities. Suzanne got the itSMF us of a Lifetime fulfillment Award in 2013 and she is additionally co-creator of Pragmatic software of service management with Mark Thomas. Suzanne and Mark both have miraculous classes purchasable on Lynda.com. About ISO specifications in accepted according to Suzanne, requisites are generally written and revised on a 5-12 months cycle, and ISO/IEC 20000-1:2011 is a bit late however is at the moment beneath revision and relocating forward to a standing of DIS (Draft overseas typical). It might be reviewed at the next plenary assembly in 2018 and the imminent version will conform to Annex SL, to deliver a customary excessive-degree structure, identical core text, and common terms and definitions for all management equipment necessities (MSS), so the brand new document will seem like a radical trade from the existing version. Now, all MSS, which contains ISO/IEC 20000 (i.e., ISO 9001 quality management, ISO/IEC 27001 counsel security management, ISO 14001 Environmental management, ISO 50001 power administration, among others), have the equal structure making it less complicated for corporations to agree to varied MSSs if their business mannequin demands it. Mapping to other frameworks ISO/IEC 20000 first seemed in 2005 and the current edition become posted in 2011. It presently incorporates 12 constituents and further materials are beneath development. 20000-1 is the standard itself, while 20000-2 provides practical suggestions on application. One interesting element under construction is 20000-13, so we can contain guidance on the relationship between the usual and COBIT5, and is anticipated to be published late in 2019. part 11 maps the common to ITIL and part 12 maps the average to CMMI-SVC. applicable to corporations of all sizes Suzanne is additionally a member of JCT1 SC 7 WG 24, which looks at featuring specifications for the VSE (very small commercial enterprise) and there are case reports of a hit implementation in such corporations. Suzanne and i didnt confine our chat completely to the ISO, and we had the possibility to discuss a few normal trade challenges, as smartly. The commoditization of IT once IT becomes a commodity, we lose the idea of a provider . . . If IT goes down that commodity route weve really misplaced the means to take advantage of expertise for the benefit of company achievements. technology is the differentiator. If management doesnt recognize it and let go of the traditional view of IT, they find their corporations now not staying at the precise of the meals chain and dropping ground. during this enviornment, I consider Suzanne is extra confident than I about the future, because I agree with we are already a ways down the highway to commoditization. while I run across many magnificent, outstanding provider providers, the marketplace for cheap, low-excellent work looks to be pervasive. provider administration I even have taught hundreds of foundation classes in my career, and that i can count number on two hands the variety of individuals who came from the company aspect in place of IT. The carrier administration precept doesnt just leisure in IT. It needs to be pervasive throughout the corporation. Silos and frameworks Suzanne cleverly refers to organizational silos as cylinders of vertical excellence. one more connected theme is the dependence on only one methodology or framework. I consider service administration is slowly coming round to the realizing that the ultimate use of those of any of those bodies of abilities is to understand a couple of and be able to combine them. i hope to confer with Suzanne once more sooner or later, as she is a fountain of wisdom about all things IT carrier administration and that i discovered a very good deal in a short while. One absolutely new framework I discovered about became from the SFIA basis, but well store that for an additional day. better of good fortune to your new place, Suzanne! this text is published as part of the IDG Contributor network. need to be a part of? Copyright 2017 IDG Communications, Inc. Obviously it is hard assignment to pick solid certification questions/answers assets concerning review, reputation and validity since individuals get sham because of picking incorrectly benefit. Killexams.com ensure to serve its customers best to its assets concerning exam dumps update and validity. 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