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EXIN ISO20KF exam : ISO / IEC 20000 Foundation

ISO20KF Exam Simulator
  • Exam Code: ISO20KF
  • Exam Name: ISO / IEC 20000 Foundation
  • Updated: Oct 17, 2026
  • Q & A: 116 Questions and Answers
  • EXIN ISO20KF Q&A - in .pdf

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EXIN ISO20KF Exam Syllabus Topics:

SectionWeightObjectives
Service Design and Transition5%- Objectives and key activities
Service Delivery Processes5%- Capacity, information security, and financial management
- Service level management, reporting, continuity, availability
Control Processes10%- Configuration and release control
- Change management
The Service Management System (SMS)35%- Organizational context, leadership, and planning
- Structure and requirements of ISO/IEC 20000-1:2018
- Support, operation, performance evaluation, and improvement
Introduction to IT Service Management35%- PDCA cycle and continual improvement principles
- Core concepts of ITSM, services, customers, suppliers
- Purpose, benefits, and scope of ISO/IEC 20000
Relationship Processes5%- Supplier management
- Business relationship management
Resolution Processes5%- Problem management
- Incident management and service request management

EXIN ISO / IEC 20000 Foundation Sample Questions:

Question #1

Which of the following is an ISO/IEC 20000 requirement relating to the service management plan?

  • A. It must never include any know-how of the organization
  • B. it must include the scope of the organization's service management plan
  • C. it must include the documented procedures specified by the standard
  • D. it must be available in at least one hard copy and approved
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

Question #2

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. No, because as manager he is not competent enough.
  • B. Yes, because this person is not responsible for the delivery processes.
  • C. Yes, because as manager he should have knowledge of performing internal audits.
  • D. No, because this person is responsible for all processes and therefore he would audit his own work.
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

Question #3

Which of the following is a best practice concerning Information Security Risk assessment?

  • A. Information Security Risk assessments should be performed once a year.
  • B. Information Security Risk assessments should be performed as a result of the review of every Incident.
  • C. Information Security Risk assessments should be carried out by an external auditor to maintain objectivity.
  • D. Information Security Risk assessments should be performed at agreed intervals and be maintained during Changes.
Reveal Solution  Discussion  0

Correct Answer: D  🗳️

Question #4

What is the recommendation with regard to the implementation of an emergency Change?

  • A. The Change process should be completely bypassed.
  • B. Where possible the Change process should be followed.
  • C. Only the senior manager should authorize emergency Changes.
  • D. There is a separate process for emergency Changes.
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

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Question #5

Which of the aspects listed below is included in ISO/IEC 20000?

  • A. Customer communication
  • B. Social responsibility
  • C. Employee motivation
  • D. Standard products
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

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