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EXIN ISO20KF exam : ISO / IEC 20000 Foundation
- Exam Code: ISO20KF
- Exam Name: ISO / IEC 20000 Foundation
- Updated: Sep 13, 2026
- Q & A: 116 Questions and Answers
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EXIN ISO20KF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: ISO/IEC 20000 Framework | - ISO/IEC 20000 Standard Structure
|
| Topic 2: Service Delivery and Support Processes | - Operational Service Management Processes
|
| Topic 3: Service Management System | - Service Management System Components
|
| Topic 4: Measurement and Improvement | - Monitoring and Continual Improvement
|
| Topic 5: Service Design and Transition | - Planning and Implementing Services
|
| Topic 6: Fundamentals of IT Service Management | - Core Concepts of Service Management
|
EXIN ISO / IEC 20000 Foundation Sample Questions:
Question #1
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. The service improvement targets should not change until the target is reached, or else no consistency is maintained.
- D. Service improvement targets should be measurable, linked to business objectives and documented in a plan.
Correct Answer: D 🗳️
Question #2
What is according to ISO/IEC 20000 a required part of the planning for new or changed services?
- A. establishing a good relationship with the Customer
- B. setting up a process to deal with contractual disputes
- C. the process for identifying, measuring, reporting and managing improvement activities
- D. service acceptance criteria
Correct Answer: D 🗳️
Question #3
What does a quality policy aim to define?
- A. the requirements of ISO/IEC 20000
- B. the legal obligations that the organization must fulfill
- C. the formally expressed quality intentions and direction of an organization
- D. the requirements of the customer as stated in the Service Level Agreement (SLA)
Correct Answer: C 🗳️
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Question #4
What details should be recorded as a baseline prior to implementing a plan for service improvement?
- A. number of staff involved
- B. service quality and levels
- C. time taken to operate the process
- D. backlog of changes for the service
Correct Answer: B 🗳️
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Question #5
Which of the following actions should be taken to ensure continual improvement of a Quality Management System?
- A. Start an internal service organization evaluation
- B. Analyze customer satisfaction and identify resulting actions
- C. Analyze and evaluate the existing situation to identify areas for improvement
- D. Review the Quality Management System at least annually
Correct Answer: C 🗳️
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