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Updated: Jul 26, 2026
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EXIN ISO20KF Exam Overview:
| Certification Vendor: | EXIN |
| Exam Name: | EXIN ISO/IEC 20000 Foundation (ISO20KF) |
| Exam Number: | ISO20KF |
| Real Exam Qty: | 40 |
| Exam Duration: | 60 minutes |
| Related Certifications: | IT Service Management ISO/IEC 20000 Foundation |
| Exam Format: | Multiple choice |
| Passing Score: | 65% (typically 26/40 correct answers) |
| Available Languages: | English, German, French, Spanish, Dutch |
| Certificate Validity Period: | Lifetime (no expiry) |
| Recommended Training: | EXIN Accredited Training Providers |
| Exam Registration: | EXIN Official Website |
| Sample Questions: | EXIN ISO20KF Sample Questions |
| Exam Way: | Online proctored or onsite exam via accredited EXIN test providers |
| Pre Condition: | No formal prerequisites required. Basic understanding of IT service management is recommended. |
| Official Syllabus URL: | https://www.exin.com/certifications/exin-iso-iec-20000-foundation/ |
EXIN ISO20KF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Management System (SMS) | - PDCA (Plan-Do-Check-Act) cycle in service management - ISO/IEC 20000 structure and purpose |
| Topic 2: Service Level Management | - Service Level Agreements (SLA) - Service reporting and monitoring |
| Topic 3: Service Management Processes | - Service delivery processes - Control processes (incident, problem, change management) - Release and deployment management |
| Topic 4: Continual Improvement | - Improvement of service quality and processes - Measurement and performance evaluation |
EXIN ISO / IEC 20000 Foundation Sample Questions:
1. What can be improved by achieving quality objectives?
A) effectiveness of the service
B) relationship with unauthorized parties
C) personal satisfaction of the Configuration Manager
D) relationship with interested suppliers
2. If the service provider believes the service levels will not be met for an incident, when shall a customer be informed of this?
A) Never
B) Before the breach
C) After the breach
D) During service reporting
3. Which stakeholder will define service level requirements?
A) Supplier
B) Customer
C) End user
D) Service Provider
4. The success and failure of Releases shall be measured. What is included in these measurements?
A) the Release dates
B) the Incidents related to a Release in the period following a Release
C) the Request for Change (RFC)
D) the frequency and types of Releases
5. 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) Supplier Management
C) Contract Management
D) Business Relationship Management
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: B | Question # 3 Answer: B | Question # 4 Answer: B | Question # 5 Answer: B |
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