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Last Updated: Sep 27, 2026
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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 Management System | - Service Management System Components
|
| Topic 3: Service Design and Transition | - Planning and Implementing Services
|
| Topic 4: Fundamentals of IT Service Management | - Core Concepts of Service Management
|
| Topic 5: Service Delivery and Support Processes | - Operational Service Management Processes
|
| Topic 6: Measurement and Improvement | - Monitoring and Continual Improvement
|
EXIN ISO / IEC 20000 Foundation Sample Questions:
Who has a responsibility in continual improvement?
- A. the customer
- B. all employees
- C. Management only
- D. Quality experts only
Correct Answer: B 🗳️
In planning to implement Service Management, what does the plan need to say regarding tools according to ISO/IEC 20000-2:2005?
- A. The plan defines the tools as appropriate to support the processes.
- B. The plan details the effects of new technologies and techniques on capacity.
- C. The plan lists how every individual process is supported by a tool.
- D. The plan does not state any tools requirements.
Correct Answer: A 🗳️
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Why is a scope statement for ISO/IEC 20000 important?
- A. It details all of the companies that have been certified
- B. It details all of the services that have been certified
- C. It identifies which processes have been excluded from the scope
- D. It defines what the management system has been certified against
Correct Answer: D 🗳️
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What is required for an implementation of IT Service Management to be successful?
- A. The involvement and commitment of personnel at all levels in the organization from operational staff to top management
- B. Buy-in specifically from the levels in the organization which will be operationally involved in IT Service Management activities
- C. The appointment of a specialist department responsible for the development of the process structures
- D. A top-down approach whereby the management of the organization strongly and visibly enforces the implementation
Correct Answer: A 🗳️
What shall the Service Level Agreements (SLAs) with the suppliers be aligned with?
- A. The SLAs with the customers
- B. The SLAs with the other parties
- C. The Service Management Plans
- D. The Service Level Plans
Correct Answer: A 🗳️
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