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EXIN ISO20KF : ISO / IEC 20000 Foundation
- Exam Code: ISO20KF
- Exam Name: ISO / IEC 20000 Foundation
- Updated: Oct 07, 2026 Q&As: 116 Questions and Answers
About EXIN ISO20KF Exam
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EXIN ISO20KF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: ISO/IEC 20000 Framework | - ISO/IEC 20000 Standard Structure
|
| Topic 2: Measurement and Improvement | - Monitoring and Continual Improvement
|
| Topic 3: Service Delivery and Support Processes | - Operational Service Management Processes
|
| Topic 4: Service Design and Transition | - Planning and Implementing Services
|
| Topic 5: Service Management System | - Service Management System Components
|
| Topic 6: Fundamentals of IT Service Management | - Core Concepts of Service Management
|
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The official EXIN ISO / IEC 20000 Foundation outline assigns its weights like this:
- Service Management System ()
- Fundamentals of IT Service Management ()
- ISO/IEC 20000 Framework ()
EXIN ISO / IEC 20000 Foundation Sample Questions:
Question #1
The Service Provider should check that the Service Management objectives and the plan are being achieved. Which of the following items is not measured as part of this monitoring, measuring or review?
- A. Problems
- B. Major non-conformities
- C. Customer satisfaction
- D. Resource utilization
Correct Answer: A 🗳️
Question #2
What is the correct way to make a change to a contract as a result of a major review of an authorized contract?
- A. through the Customer representative
- B. through the Supplier Management process
- C. through the Change Management process
- D. through the Business Relationship Management process
Correct Answer: C 🗳️
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Question #3
Which service changes should be documented in change records?
- A. Staff recruitment
- B. User training
- C. Formal closure of services
- D. All service changes
Correct Answer: D 🗳️
Question #4
While planning for service improvements, what is an important best practice to consider?
- A. The progress should be monitored closely by an independent project manager to maintain objectivity.
- B. The progress of service improvement should be discussed at least weekly in the steering committee.
- C. Service improvement targets should be measurable, linked to business objectives and documented in a plan.
- D. The service improvement targets should not change until the target is reached, or else no consistency is maintained.
Correct Answer: C 🗳️
Question #5
What is required to be included in Release Management procedures according to ISO/IEC 20000?
- A. the authorization and implementation of emergency Changes
- B. the investigation and prevention of Security Incidents
- C. the updating and changing of configuration information and Change records
- D. the recording of all reported Incidents
Correct Answer: C 🗳️
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