Exam Name: ISO / IEC 20000 Foundation
Certification Provider: EXIN
Corresponding Certification: Exin Certification
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Instant Download EXIN : ISO20KF
Check Updated on: Sep 03, 2026
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EXIN ISO20KF Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Resolution Processes | 5% | - Problem management - Incident management and service request management |
| Service Delivery Processes | 5% | - Service level management, reporting, continuity, availability - Capacity, information security, and financial management |
| The Service Management System (SMS) | 35% | - Support, operation, performance evaluation, and improvement - Organizational context, leadership, and planning - Structure and requirements of ISO/IEC 20000-1:2018 |
| Relationship Processes | 5% | - Supplier management - Business relationship management |
| Service Design and Transition | 5% | - Objectives and key activities |
| Control Processes | 10% | - Configuration and release control - Change management |
| Introduction to IT Service Management | 35% | - Purpose, benefits, and scope of ISO/IEC 20000 - PDCA cycle and continual improvement principles - Core concepts of ITSM, services, customers, suppliers |
EXIN ISO / IEC 20000 Foundation Sample Questions:
Question 1
If the service provider believes the service levels will not be met for an incident, when shall a customer be informed of this?
A. Never
B. Before the breach
C. During service reporting
D. After the breach
Question 2
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 number of previously reported Incidents for the particular Configuration Item (CI)
B. the available skills
C. the effort/cost to provide the method of resolution
D. the competing requirements for resources
Question 3
Which of the following defines a lifecycle that is split into four quadrants (optimizing, changing, supporting and operating)?
A. CobIT TM
B. MOF
C. Six Sigma
D. ITIL
Question 4
What is a benefit to an organization when the services are delivered according to ISO/IEC 20000?
A. The organization behaves in a socially responsible way.
B. The organization becomes morecustomer focused.
C. The environmental needs of the employees in the organization are well looked after.
D. The organization hasless suppliers to deal with.
Question 5
What is required to be included in proposals for new or changed services according to ISO/IEC 20000?
A. cost, organizational, technical and commercial impact
B. the Service Management plan
C. the policies, plans and procedures of each process or set of processes
D. an updated Operational Level Agreement
Solutions:
| Question 1 Answer: B | Question 2 Answer: A | Question 3 Answer: B | Question 4 Answer: B | Question 5 Answer: A |
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