EXIN ISO20KF : ISO / IEC 20000 Foundation

  • Exam Code: ISO20KF
  • Exam Name: ISO / IEC 20000 Foundation
  • Updated: Jul 27, 2026   Q&As: 116 Questions and Answers

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EXIN ISO20KF Exam Syllabus Topics:
SectionWeightObjectives
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
Relationship Processes5%- Business relationship management
- Supplier management
Resolution Processes5%- Problem management
- Incident management and service request management
Service Delivery Processes5%- Service level management, reporting, continuity, availability
- Capacity, information security, and financial management
Control Processes10%- Configuration and release control
- Change management
Introduction to IT Service Management35%- PDCA cycle and continual improvement principles
- Core concepts of ITSM, services, customers, suppliers
- Purpose, benefits, and scope of ISO/IEC 20000
Service Design and Transition5%- Objectives and key activities
EXIN ISO / IEC 20000 Foundation Sample Questions:

1. How should the requirements for Service Continuity and Availability be identified?

A) This should be identified based upon the business priorities, Service Level Agreements (SLAs) and assessed risks.
B) This should be done on the basis of Customer satisfaction investigations, so that the real user need can be clearly identified.
C) This should be calculated based upon historical data for major Incidents and their consequences for the organization.
D) This should be made up from Service requirements and Service Level Agreements (SLAs) if available.


2. What should Quality Management Systems encourage organizations to do?

A) To achieve the lowest cost of service provision
B) To define processesthat contribute to customer acceptance of services
C) To define as many metrics as possible for each process to ensure strong control
D) To achieve the maximum level of service possible


3. When scoping for ISO/IEC 20000, what is it that will be audited for certification?

A) the ITIL processes in scope
B) the sections of the standard in scope
C) the Management System in scope
D) the services in scope


4. Who conducts the "first party audit"?

A) Customers of the IT Service Management organization
B) An external independent organization
C) Other persons on behalf of the Customer
D) The IT Service Management organization itself


5. What is part of the policy for Budgeting and Accounting for IT Services?

A) Rules governing the handling of variances against budgets
B) The percentage of 'hidden' end-user costs
C) The charging mechanism
D) The costs of the Underpinning Contracts (UCs) over a fixed period


Solutions:

Question # 1
Answer: A
Question # 2
Answer: B
Question # 3
Answer: C
Question # 4
Answer: D
Question # 5
Answer: A

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