EXIN ISO20KF Exam : ISO / IEC 20000 Foundation

EXIN ISO20KF exam
  • Exam Code: ISO20KF
  • Exam Name: ISO / IEC 20000 Foundation
  • Updated: Sep 07, 2026
  • Q & A: 116 Questions and Answers
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EXIN ISO20KF Exam Syllabus Topics:

SectionObjectives
ISO/IEC 20000 Framework- ISO/IEC 20000 Standard Structure
  • 1. Relationship with Other Frameworks and Standards
  • 2. Requirements of ISO/IEC 20000
  • 3. Purpose and Benefits of the Standard
Service Design and Transition- Planning and Implementing Services
  • 1. Service Requirements
  • 2. Change and Release Considerations
  • 3. Service Design Principles
Service Management System- Service Management System Components
  • 1. PDCA Cycle Application
  • 2. Resource Management
  • 3. Policies and Objectives
  • 4. Governance and Documentation
Fundamentals of IT Service Management- Core Concepts of Service Management
  • 1. IT Services and Value Creation
  • 2. Continual Improvement
  • 3. Process-Based Management
  • 4. Service Providers and Customers
Service Delivery and Support Processes- Operational Service Management Processes
  • 1. Capacity and Availability Management
  • 2. Incident and Service Request Management
  • 3. Configuration Management
  • 4. Service Level Management
  • 5. Information Security Management
  • 6. Problem Management
Measurement and Improvement- Monitoring and Continual Improvement
  • 1. Service Improvement Planning
  • 2. Performance Measurement
  • 3. Service Reporting
  • 4. Corrective and Preventive Actions

EXIN ISO / IEC 20000 Foundation Sample Questions:

Question #1

Which of the following is true of process descriptions?

  • A. They describe vertical and horizontal escalation options.
  • B. They express the level of compliance with the requested quality characteristics.
  • C. They complement descriptions of structural and organizational roles and responsibilities.
  • D. They represent a complete set of monitoring options.
Answer: C
Question #2

Which of the following tasks is assigned to each process manager?

  • A. Following up on Incidents
  • B. Setting up Service Level Agreements with the users
  • C. Channeling data to Problem Management
  • D. Ensuring the process is running effectively and efficiently
Answer: D
Question #3

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

  • A. The charging mechanism
  • B. Rules governing the handling of variances against budgets
  • C. The costs of the Underpinning Contracts (UCs) over a fixed period
  • D. The percentage of 'hidden' end-user costs
Answer: B
Question #4

Why is a scope statement for ISO/IEC 20000 important?

  • A. It identifies which processes have been excluded from the scope
  • B. It details all of the services that have been certified
  • C. It details all of the companies that have been certified
  • D. It defines what the management system has been certified against
Answer: D

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Question #5

What does a quality policy aim to define?

  • A. the requirements of the customer as stated in the Service Level Agreement (SLA)
  • B. the requirements of ISO/IEC 20000
  • C. the formally expressed quality intentions and direction of an organization
  • D. the legal obligations that the organization must fulfill
Answer: C

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