Exam Code: ISO20KF
Exam Name: ISO / IEC 20000 Foundation
Certification Provider: EXIN
Corresponding Certification: Exin Certification

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Name: EXIN ISO20KF Exam
Brand: EXIN
SKU: ISO20KF
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Updated: Jul 24, 2026

No. of Questions: 116 Questions & Answers with Testing Engine

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EXIN ISO20KF Exam Overview:

Certification Vendor:	EXIN
Exam Name:	ISO/IEC 20000 Foundation
Exam Number:	ISO20KF
Certificate Validity Period:	Lifetime
Real Exam Qty:	40
Available Languages:	English, Japanese, Portuguese, Korean
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%
Exam Duration:	60 minutes
Exam Format:	Multiple Choice
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
Measurement and Improvement	- Monitoring and Continual Improvement 1. Performance Measurement 2. Corrective and Preventive Actions 3. Service Reporting 4. Service Improvement Planning
Service Delivery and Support Processes	- Operational Service Management Processes 1. Incident and Service Request Management 2. Information Security Management 3. Configuration Management 4. Capacity and Availability Management 5. Service Level Management 6. Problem Management
Service Management System	- Service Management System Components 1. Policies and Objectives 2. PDCA Cycle Application 3. Governance and Documentation 4. Resource Management
Fundamentals of IT Service Management	- Core Concepts of Service Management 1. Service Providers and Customers 2. IT Services and Value Creation 3. Continual Improvement 4. Process-Based Management
Service Design and Transition	- Planning and Implementing Services 1. Service Requirements 2. Service Design Principles 3. Change and Release Considerations
ISO/IEC 20000 Framework	- ISO/IEC 20000 Standard Structure 1. Purpose and Benefits of the Standard 2. Relationship with Other Frameworks and Standards 3. Requirements of ISO/IEC 20000

EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Which of the following is Problem Management primarily concerned with?

A) Looking at the Release Strategy
B) Looking at the Change Plan
C) Looking at Security Plans
D) Looking at the cause of Incidents

2. Which of the following calculates the number of defects per million opportunities?

A) MOF
B) ITIL
C) Six Sigma
D) CobIT TM

3. Availability and Service Continuity Plans need to be developed and reviewed periodically to ensure that requirements are met as agreed in all circumstances, from normal operations through to a major loss of service. What is the minimum level of frequency with which these Plans should be developed and reviewed?

A) At least annually
B) At least bi-annually
C) In accordance with the business needs
D) At every change to the business environment

4. Which of the following defines a lifecycle that is split into four quadrants (optimizing, changing, supporting and operating)?

A) MOF
B) ITIL
C) Six Sigma
D) CobIT TM

5. What is the objective of a Management System?

A) To provide the policies and the framework that is needed for the effective management and implementation of all IT services
B) To ensure that new services and changes to services will be deliverable and manageable at the agreed cost and services quality
C) To ensure that Key Performance Indicators (KPIs) are defined for all IT services
D) To define, agree, record and manage levels of services

Solutions:

Question # 1
Answer: D

Question # 2
Answer: C

Question # 3
Answer: A

Question # 4
Answer: A

Question # 5
Answer: A

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