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EXIN ISO / IEC 20000 Foundation : ISO20KF
- Exam Code: ISO20KF
- Exam Name: ISO / IEC 20000 Foundation
- Updated: Sep 06, 2026 Q&As: 116 Questions and Answers
- Q & A: 116 Questions and Answers
About EXIN ISO / IEC 20000 Foundation : ISO20KF Exam
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EXIN ISO20KF Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: 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 |
| Topic 2: Resolution Processes | 5% | - Incident management and service request management - Problem management |
| Topic 3: Service Design and Transition | 5% | - Objectives and key activities |
| Topic 4: The Service Management System (SMS) | 35% | - Organizational context, leadership, and planning - Support, operation, performance evaluation, and improvement - Structure and requirements of ISO/IEC 20000-1:2018 |
| Topic 5: Control Processes | 10% | - Configuration and release control - Change management |
| Topic 6: Relationship Processes | 5% | - Supplier management - Business relationship management |
| Topic 7: Service Delivery Processes | 5% | - Service level management, reporting, continuity, availability - Capacity, information security, and financial management |
EXIN ISO / IEC 20000 Foundation Sample Questions:
Question #1
The quality of a product may be assessed by elements such as its appearance, usefulness and robustness. Which element can be used to assess the quality of a service?
- A. How well the service meets customer and user expectations
- B. How much the service costs compared to other providers of the service
- C. The number of people purchasing that service
- D. How much the service costs divided by an average of evaluation scores
Correct Answer: A 🗳️
Question #2
What is the definition of Availability?
- A. the ability of a component or service to perform its required function at a stated instant or over a stated period of time
- B. a record containing details of which Configuration Items (CIs) are affected and how they are affected by an authorized Change
- C. a snapshot of the state of a service or individual Configuration Item (CI) at a point in time
- D. any event which is not part of the standard operation of a service and which causes or may cause an interruption to, or a reduction in, the quality of that service
Correct Answer: A 🗳️
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Question #3
If the service provider believes the service levels will not be met for an incident, when shall a customer be informed of this?
- A. After the breach
- B. Before the breach
- C. During service reporting
- D. Never
Correct Answer: B 🗳️
Question #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
Correct Answer: D 🗳️
Question #5
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
Correct Answer: B 🗳️
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