- Exam Code: ISO20KF
- Exam Name: ISO / IEC 20000 Foundation
- Updated: Oct 20, 2026
- Q & A: 116 Questions and Answers
EXIN ISO20KF Exam : ISO / IEC 20000 Foundation
PDF Version DemoAbout EXIN ISO20KF Exam
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EXIN ISO20KF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Design and Transition | - Planning and Implementing Services
|
| Fundamentals of IT Service Management | - Core Concepts of Service Management
|
| ISO/IEC 20000 Framework | - ISO/IEC 20000 Standard Structure
|
| Measurement and Improvement | - Monitoring and Continual Improvement
|
| Service Management System | - Service Management System Components
|
| Service Delivery and Support Processes | - Operational Service Management Processes
|
EXIN ISO / IEC 20000 Foundation Sample Questions:
Question #1
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 effort/cost to provide the method of resolution
- C. the available skills
- D. the competing requirements for resources
Correct Answer: A 🗳️
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Question #2
What should not be part of a Service Level Agreement (SLA)?
- A. Authorization details
- B. Impact and priority guidelines
- C. Escalation and notification process
- D. Lessons learned and improvement actions
Correct Answer: D 🗳️
Question #3
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 this person is responsible for all processes and therefore he would audit his own work.
- 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 as manager he is not competent enough.
Correct Answer: B 🗳️
Question #4
During an audit, evidence is required for Service Management policies, plans and procedures. Who should ensure that this evidence is available?
- A. the Auditor
- B. theSenior responsible owner
- C. the Service Level Manager
- D. the Business Relationship process owner
Correct Answer: B 🗳️
Question #5
Which statement below is not a purpose of Supplier Management procedures?
- A. That information on the performance of all suppliers can be observed and acted upon
- B. That business transactions between all parties are recorded
- C. That it is made clear that the supplier cannot subcontract part of the delivered services to the Service Provider
- D. That the suppliers understand their obligation to the Service Provider
Correct Answer: C 🗳️
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