Exam Name: ISO / IEC 20000 Foundation
Certification Provider: EXIN
Corresponding Certification: Exin Certification
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Instant Download EXIN : ISO20KF Questions & Answers as PDF & Test Engine
Updated: Sep 20, 2026
No. of Questions: 116 Questions & Answers with Testing Engine
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EXIN ISO20KF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Management System (SMS) | - PDCA (Plan-Do-Check-Act) cycle in service management - ISO/IEC 20000 structure and purpose |
| Topic 2: Continual Improvement | - Improvement of service quality and processes - Measurement and performance evaluation |
| Topic 3: Service Level Management | - Service reporting and monitoring - Service Level Agreements (SLA) |
| Topic 4: Service Management Processes | - Release and deployment management - Service delivery processes - Control processes (incident, problem, change management) |
EXIN ISO / IEC 20000 Foundation Sample Questions:
What triggers a re-test of the Availability and Service Continuity plans?
- A. a major disaster having occurred
- B. six months having passed since the last test
- C. a major change to the business environment
- D. significant periods of unplanned non-availability
Correct Answer: C 🗳️
What is the certification audit primarily based on?
- A. specifications
- B. personnel records
- C. process descriptions
- D. reports by certified financial auditors
Correct Answer: C 🗳️
Explanation: Only visible for ITCertMagic members. You can sign-up / login (it's free).
Personnel should be competent on the basis of appropriate education and experience. Which of the following is a best practice relating to competence?
- A. Appropriate records of education, training, skills and experience need to be maintained.
- B. Personnel should all have a relevant Security training according to ISO/IEC 27002.
- C. Employees should have at least a relevantbachelors degree.
- D. At least two employees should be suitably trained for each role.
Correct Answer: A 🗳️
Explanation: Only visible for ITCertMagic members. You can sign-up / login (it's free).
What can be improved by achieving quality objectives?
- A. relationship with unauthorized parties
- B. relationship with interested suppliers
- C. effectiveness of the service
- D. personal satisfaction of the Configuration Manager
Correct Answer: C 🗳️
What does the concept of "quality" comprise?
- A. execution of Service Level Agreements (SLAs) only
- B. satisfying customer requirements
- C. maximizing utilization of personnel capacity
- D. gaining ISO/IEC 20000 certification
Correct Answer: B 🗳️
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