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EXIN ISO / IEC 20000 Foundation : ISO20KF
Exam Code: ISO20KF
Exam Name: ISO / IEC 20000 Foundation
Updated: Sep 15, 2026
Q & A: 116 Questions and Answers
ISO20KF Free Demo download
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EXIN ISO20KF Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Introduction to IT Service Management | 35% | - Purpose, benefits, and scope of ISO/IEC 20000 - PDCA cycle and continual improvement principles - Core concepts of ITSM, services, customers, suppliers |
| The Service Management System (SMS) | 35% | - Support, operation, performance evaluation, and improvement - Structure and requirements of ISO/IEC 20000-1:2018 - Organizational context, leadership, and planning |
| Control Processes | 10% | - Configuration and release control - Change management |
| Resolution Processes | 5% | - Incident management and service request management - Problem management |
| Relationship Processes | 5% | - Business relationship management - Supplier management |
| Service Delivery Processes | 5% | - Capacity, information security, and financial management - Service level management, reporting, continuity, availability |
| Service Design and Transition | 5% | - Objectives and key activities |
EXIN ISO / IEC 20000 Foundation Sample Questions:
Question #1
Personnel should be competent on the basis of appropriate education and experience. Which of the following is a best practice relating to competence?
- A. At least two employees should be suitably trained for each role.
- B. Employees should have at least a relevantbachelors degree.
- C. Appropriate records of education, training, skills and experience need to be maintained.
- D. Personnel should all have a relevant Security training according to ISO/IEC 27002.
Correct Answer: C 🗳️
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Question #2
Who or what should always be informed in case a Release is rejected, delayed or cancelled?
- A. Business Relationship Management
- B. Change Management
- C. Incident Management
- D. the Senior Management representative
Correct Answer: B 🗳️
Question #3
According to ISO/IEC 20000, what is the minimum frequency for the Service Provider and the Customer to attend a service review meeting for discussing changes to the service scope?
- A. monthly
- B. quarterly
- C. only when there is a businessneed to change the service
- D. annually
Correct Answer: D 🗳️
Question #4
When a new service is being planned, Service Level Management needs to ensure that existing performance levels of other IT services will not be unduly impacted. From which process will Service Level Management require input?
- A. Financial Management for IT Services
- B. Capacity Management
- C. IT Service Continuity Management
- D. Availability Management
Correct Answer: B 🗳️
Question #5
The appointed member of management is only responsible for the co-ordination and management of all services. Can this person perform internal audits for the delivery processes?
- A. Yes, because this person is not responsible for the delivery processes.
- B. No, because this person is responsible for all processes and therefore he would audit his own work.
- C. Yes, because as manager he should have knowledge of performing internal audits.
- D. No, because as manager he is not competent enough.
Correct Answer: A 🗳️
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