EXIN ISO20KF : ISO / IEC 20000 Foundation
- Exam Code: ISO20KF
- Exam Name: ISO / IEC 20000 Foundation
- Updated: Oct 07, 2026
- Q & A: 116 Questions and Answers
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EXIN ISO20KF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Management System (SMS) | - PDCA (Plan-Do-Check-Act) cycle in service management - ISO/IEC 20000 structure and purpose |
| Continual Improvement | - Measurement and performance evaluation - Improvement of service quality and processes |
| Service Management Processes | - Control processes (incident, problem, change management) - Release and deployment management - Service delivery processes |
| Service Level Management | - Service reporting and monitoring - Service Level Agreements (SLA) |
EXIN ISO / IEC 20000 Foundation Sample Questions:
What is the purpose of a Problem review?
- A. To seek improvements to the process and to prevent recurrence of Incidents or mistakes
- B. To restore the service to normal operating conditions as soon as possible
- C. To prevent computer systems from having too limited disk space so that capacity problems will not occur
- D. To provide expert help on risk assessment for optimization of security procedures
Correct Answer: A 🗳️
What is the definition of Availability?
- A. a record containing details of which Configuration Items (CIs) are affected and how they are affected by an authorized Change
- B. the ability of a component or service to perform its required function at a stated instant or over a stated period of time
- C. any event which is not part of the standard operation of a service and which causes or may cause an interruption to, or a reduction in, the quality of that service
- D. a snapshot of the state of a service or individual Configuration Item (CI) at a point in time
Correct Answer: B 🗳️
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What is the purpose of CobiT TM ?
- A. To provide a high level process model that organizes a broad range of IT activities
- B. To provide a uniform structure to understand, implement and evaluate IT capabilities, performance and risks
- C. To provide a certified measurement framework that legally provides proof of meeting the Sarbanes-Oxley (SOX) requirements
- D. To provide a set of detailed practices on how to implement processes and is therefore well suited as a process implementation tool
Correct Answer: B 🗳️
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 and evaluate the existing situation to identify areas for improvement
- C. Analyze customer satisfaction and identify resulting actions
- D. Review the Quality Management System at least annually
Correct Answer: B 🗳️
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. an updated Operational Level Agreement
- C. the Service Management plan
- D. the policies, plans and procedures of each process or set of processes
Correct Answer: A 🗳️
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