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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 | : | November 17, 2017 |
PDF Download Mirror | : | ISO20KF Brain Dump |
Get Full Version | : | Pass4sure ISO20KF Full Version |
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- Incorrect. The IT Framework provides a structure for service management but would not define the service itself.
- 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.
QUESTION: 110
What is required to be included in Release Management procedures according to ISO/IEC 20000?
- the authorization and implementation of emergency Changes
- the investigation and prevention of Security Incidents
- the recording of all reported Incidents
- the updating and changing of configuration information and Change records
Answer: D
Explanation:
- Incorrect. This is part of the Change Management procedures.
- Incorrect. This is part of the Information Security Management procedures.
- Incorrect. This is part of the Incident Management procedures.
- Correct. According to the standard this is a requirement. Release management procedures shall include the updating and changing of configuration information and Change records.
QUESTION: 111
What should planning for new or changed services include?
- budgets and staff resources
- major non-conformities to all Underpinning Contracts (UCs)
- recent Problems and Known Errors in the desktop environment
- trends in Capacity growth of the current applications
Answer: A
Explanation:
- Correct. When planning new or changed services it should be considered how this affects the budget and workload.
- Incorrect. Major non-conformities to all Underpinning Contracts are not relevant to planning for new or changed services.
- Incorrect. Recent Problems and Known Errors in the desktop environment have normally no relation to planning for new or changed services.
- Incorrect. This indicates the Capacity growth for current applications, it does not need to provide any relevant information for new or changed services.
QUESTION: 112
What is required to be included in proposals for new or changed services according to ISO/IEC20000?
- an updated Operational Level Agreement
- cost, organizational, technical and commercial impact
- the policies, plans and procedures of each process or set of processes
- the Service Management plan
Answer: B
Explanation:
- Incorrect. This is not relevant.
- Correct. This is part of the standard.
- 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.
- Incorrect. This plan is much broader than only new or changed services.
QUESTION: 113
What purpose can the ISO/IEC 20000 standard serve?
- It defines specific Key Performance Indicators (KPIs) upon which service performance can be assessed.
- It defines the requirements to be satisfied in a certification audit.
- It helps to decide on the requirements that need to be verified within the scope of a supply agreement.
- It provides a yardstick for the design of a Total Quality Management System.
Answer: B
Explanation:
- 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).
- Correct. The Specification (Part 1) of the standard defines the requirements to be satisfied in a certification audit.
- 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.
- 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.
QUESTION: 114
Why is it important for Service Providers to provide documents and records?
- It is part of the requirements (evidence) to become ISO/IEC 20000 compliant.
- to be able to uniquely identify and record all Configuration Items (CIs) in the ConfigurationManagement Database (CMDB)
- to ensure effective planning, operation and control of Service Management
- to ensure employeesare aware of the relevance and importance of their work activities
Answer: C
Explanation:
- Incorrect. Producing documents should never be a goal solely to become ISO/IEC 20000compliant.
- Incorrect. This is part of Configuration Management.
- 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.
- Incorrect. This is part of competence, awareness and training and is not relevant to documentation.
QUESTION: 115
Who
should be recommended to support the Senior Responsible Owner in
his/her responsibility for the delivery of the management system?
- a decision taking group
- the Change Advisory Board (CAB)
- the senior customer representative
- the service managers
Answer: A
Explanation:
- 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.
- Incorrect. The Change Advisory Board is an important group with a specificfunction which is not as wide as the management system.
- Incorrect. The senior customer representative may provide input to requirements for the management system but will not be responsible for its delivery.
- Incorrect. The service managers will implement the management system that is the
responsibility of the Senior Responsible Owner.
QUESTION: 116
What are the key contents of an IT Service Management System?
- a software system for the ticket system
- a software system to monitor the key performance indicators (KPIs)
- definition of corporate measures to achieve the required level of quality
- 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 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.
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It is a widely used project management method that navigates you through all the essentials for running a successful project.
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It provides advice on how to develop a governance structure that helps optimize an organization’s investment in change.
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Exams by levelCode
Foundation
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®
ITIL®
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
Foundation
ITIL ® Foundation Certificate in IT Service Management ITILF
Advanced
ITIL® Practitioner ITILP
Intermediate
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
Executive
ITIL® Master Qualification ITILMA
ITIL ® Foundation Certificate in IT Service Management
ITIL ® Foundation Certificate in IT Service Management
Summary
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.
Context
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.
Level
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
Prerequisites
None.
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
Download EXIN.ActualTests.EX0-115.v2012-05-26.by.unknown.78q.vce
Download EXIN.ActualTests.EX0-115.v2012-05-26.by.unknown.78q.vce
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cesar benites
this file is not valid , is a bull**it. Plz remove this file.
Nobody
103 is ISO 20000 certification probably for an individual looking to be a consultant or auditor. 115 is IT service management foundation based on ISO 20000.
Kevin
Still Valid. Pass the Exam 88%.but 4 New Question.
George
Can someone please confirm if this dump is valid please?
kien
please inform us whether this dumb still valid or not. and anyone can inform me what is the different between ISO IEC 20000 Foundation (">ISO20KF EX0-103) and IT Service Management Foundation based on ISOIEC 20000 (ITSM20F.EN or EX0-115). Very appreciated to whom that may answer my questions.
CJ
Anyone took the 114 exam lately and used this to revise? im taking it in July. Any help would be appreciated.
Benny Wan
Daer Awais,114 exam has some exam questions about 115.But 115 exam not finish yet
Awais
Dear Benny,i am also planning for ex0-114, did get that ex0-115 and 114 are same.
Benny Wan
Dear Lok, finish exam? But this topic same with EX0-114?
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Exin EX0-117 : ITIL Foundation (syllabus 2011) Exam
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Exin Examcollection VCE:
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Printable PDF
Vendor: EXIN
Certifications: Exin Certification
Exam Name: Managing Successful Programmes Foundation
Exam Code: EX0-003
Total Questions: 112 Q&As
Last Updated: Nov 15, 2016
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Exin Certification Exams
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