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Updated: Jul 26, 2026
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EXIN ISO20KF Exam Overview:
| Certification Vendor: | EXIN |
| Exam Name: | ISO/IEC 20000 Foundation |
| Exam Number: | ISO20KF |
| Real Exam Qty: | 40 |
| Exam Duration: | 60 minutes |
| Available Languages: | English, Japanese, Portuguese, Korean |
| Exam Format: | Multiple Choice |
| Certificate Validity Period: | Lifetime |
| Related Certifications: | IT Service Management Foundation based on ISO/IEC 20000 ISO/IEC 20000 Associate ISO/IEC 20000 Consultant Manager ISO/IEC 20000 Auditor |
| Passing Score: | 65% |
| Sample Questions: | EXIN ISO20KF Sample Questions |
| Exam Way: | Online proctored exam or authorized examination center. |
| Pre Condition: | No formal prerequisites. |
| Official Syllabus URL: | https://www.exin.com/business-service-management/exin-it-service-management-based-on-iso-iec-20000/exin-it-service-management-foundation-based-on-iso-iec-200002018 |
EXIN ISO20KF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Fundamentals of IT Service Management | - Core Concepts of Service Management
|
| Topic 2: Service Design and Transition | - Planning and Implementing Services
|
| Topic 3: Measurement and Improvement | - Monitoring and Continual Improvement
|
| Topic 4: ISO/IEC 20000 Framework | - ISO/IEC 20000 Standard Structure
|
| Topic 5: Service Delivery and Support Processes | - Operational Service Management Processes
|
| Topic 6: Service Management System | - Service Management System Components
|
EXIN ISO / IEC 20000 Foundation Sample Questions:
1. While planning for service improvements, what is an important best practice to consider?
A) The progress of service improvement should be discussed at least weekly in the steering committee.
B) The service improvement targets should not change until the target is reached, or else no consistency is maintained.
C) Service improvement targets should be measurable, linked to business objectives and documented in a plan.
D) The progress should be monitored closely by an independent project manager to maintain objectivity.
2. Which of the following is used as a set of guidance materials for IT governance?
A) ISO 9000
B) ISO/IEC 20000
C) CobITTM
D) MOF
3. According to the ISO/IEC 20000 standard it is important that a process exists to deal with contractual disputes with suppliers. Which process is responsible for the definition of this process?
A) Service Level Management
B) Business Relationship Management
C) Contract Management
D) Supplier Management
4. Which of the following must be included within the Service Management plan?
A) Configuration Item (CI) type
B) Return to normal working
C) Information security controls
D) Tools as appropriate to support the processes
5. What is the correct way to make a change to a contract as a result of a major review of an authorized contract?
A) through the Supplier Management process
B) through the Customer representative
C) through the Change Management process
D) through the Business Relationship Management process
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: C | Question # 3 Answer: D | Question # 4 Answer: D | Question # 5 Answer: C |
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