Learn with EXIN : ISO20KF training material for 100% pass

Last Updated: Oct 03, 2026

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EXIN ISO20KF Practice Q&A's

ISO20KF PDF
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EXIN ISO20KF Exam Syllabus Topics:

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

EXIN ISO / IEC 20000 Foundation Sample Questions:

Question #1

What is the added value of a service being delivered?

  • A. You do not have to invest in a process to control it.
  • B. You can specifically define the service by means of a Service Level Agreement (SLA).
  • C. The outcomes have a lower total cost of ownership than when the value is produced within the customer organization.
  • D. You do not have the ownership of specific costs and risks in producing the service.
Reveal Solution  Discussion  0

Correct Answer: D  🗳️

Question #2

What does the concept of "quality" comprise?

  • A. maximizing utilization of personnel capacity
  • B. execution of Service Level Agreements (SLAs) only
  • C. gaining ISO/IEC 20000 certification
  • D. satisfying customer requirements
Reveal Solution  Discussion  0

Correct Answer: D  🗳️

Question #3

Targets for resolution should be based on priority. When scheduling Incident or Problem resolution, which of the following should not be taken into account?

  • A. the effort/cost to provide the method of resolution
  • B. the number of previously reported Incidents for the particular Configuration Item (CI)
  • C. the competing requirements for resources
  • D. the available skills
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

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Question #4

Which of the following is true of process descriptions?

  • A. They describe vertical and horizontal escalation options.
  • B. They represent a complete set of monitoring options.
  • C. They express the level of compliance with the requested quality characteristics.
  • D. They complement descriptions of structural and organizational roles and responsibilities.
Reveal Solution  Discussion  0

Correct Answer: D  🗳️

Question #5

What details should be recorded as a baseline prior to implementing a plan for service improvement?

  • A. time taken to operate the process
  • B. backlog of changes for the service
  • C. number of staff involved
  • D. service quality and levels
Reveal Solution  Discussion  0

Correct Answer: D  🗳️

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