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- Exam Code: ISO20KF
- Exam Name: ISO / IEC 20000 Foundation
- Certification Provider: EXIN
- Corresponding Certification:Exin Certification
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Instant Download EXIN : ISO20KF Questions & Answers as PDF & Test Engine
- Exam Code: ISO20KF
- Exam Name: ISO / IEC 20000 Foundation
- Updated: Sep 11, 2026
- No. of Questions: 116 Questions and Answers
- Download Limit: Unlimited
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EXIN ISO20KF Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Delivery Processes | 5% | - Capacity, information security, and financial management - Service level management, reporting, continuity, availability |
| Relationship Processes | 5% | - Supplier management - Business relationship management |
| Service Design and Transition | 5% | - Objectives and key activities |
| Resolution Processes | 5% | - Incident management and service request management - Problem management |
| Control Processes | 10% | - Configuration and release control - Change management |
| Introduction to IT Service Management | 35% | - Core concepts of ITSM, services, customers, suppliers - PDCA cycle and continual improvement principles - Purpose, benefits, and scope of ISO/IEC 20000 |
| The Service Management System (SMS) | 35% | - Structure and requirements of ISO/IEC 20000-1:2018 - Organizational context, leadership, and planning - Support, operation, performance evaluation, and improvement |
EXIN ISO / IEC 20000 Foundation Sample Questions:
New or changed services need to be accepted before being implemented into the live environment. What shall be done after a new or changed service has been implemented?
- A. A Post Implementation Review (PIR) is held comparing actual outcomes against those planned.
- B. Nothing additional: the new or changed service goes into Business As Usual and will be managed as a normal service.
- C. The manner in which the Change shall be reversed or remedied if unsuccessful needs to be defined.
- D. An approach needs to be defined for interfacing to projects that are creating or modifying services.
Answer: A
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In planning to implement Service Management, what does the plan need to say regarding tools according to ISO/IEC 20000-2:2005?
- A. The plan defines the tools as appropriate to support the processes.
- B. The plan does not state any tools requirements.
- C. The plan lists how every individual process is supported by a tool.
- D. The plan details the effects of new technologies and techniques on capacity.
Answer: A
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Which of the following is within the scope of the requirements of ISO/IEC 20000?
- A. Information Security Management
- B. Operations
- C. Service Desk
- D. Charging for IT Services
Answer: A
Why is it important for Service Providers to provide documents and records?
- A. to ensure effective planning, operation and control of Service Management
- B. to ensure employeesare aware of the relevance and importance of their work activities
- C. It is part of the requirements (evidence) to become ISO/IEC 20000 compliant.
- D. to be able to uniquely identify and record all Configuration Items (CIs) in the Configuration Management Database (CMDB)
Answer: A
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Availability and Service Continuity Plans need to be developed and reviewed periodically to ensure that requirements are met as agreed in all circumstances, from normal operations through to a major loss of service. What is the minimum level of frequency with which these Plans should be developed and reviewed?
- A. In accordance with the business needs
- B. At least bi-annually
- C. At least annually
- D. At every change to the business environment
Answer: C
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