Exam Name: ISO / IEC 20000 Foundation
Certification Provider: EXIN
Corresponding Certification: Exin Certification
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Updated: Aug 03, 2026
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EXIN ISO20KF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Measurement and Improvement | - Monitoring and Continual Improvement
|
| Service Management System | - Service Management System Components
|
| Service Delivery and Support Processes | - Operational Service Management Processes
|
| Service Design and Transition | - Planning and Implementing Services
|
| ISO/IEC 20000 Framework | - ISO/IEC 20000 Standard Structure
|
| Fundamentals of IT Service Management | - Core Concepts of Service Management
|
EXIN ISO / IEC 20000 Foundation Sample Questions:
1. What is a benefit to an organization when the services are delivered according to ISO/IEC 20000?
A) The environmental needs of the employees in the organization are well looked after.
B) The organization becomes more process focused and thereby more efficient.
C) The organization behaves in a socially responsible way.
D) The organization hasless suppliers to deal with.
2. What is mandatory to define in the Incident Management procedures?
A) The recording of deficiencies in the Configuration Management Database (CMDB)
B) The implementation of emergency Changes
C) The recording of Problems
D) The escalation of Incidents
3. Who has a responsibility in continual improvement?
A) Quality experts only
B) the customer
C) all employees
D) Management only
4. What should planning for a new or changed service consider?
A) the existing service levels
B) verification that the appropriate level of testing is completed
C) Known Errors to file systems
D) a complete review of all recent security breaches
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 legal obligations that the organization must fulfill
C) the requirements of ISO/IEC 20000
D) the formally expressed quality intentions and direction of an organization
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: D | Question # 3 Answer: C | Question # 4 Answer: A | Question # 5 Answer: D |
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