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EXIN ISO / IEC 20000 Foundation : ISO20KF exam dump
- Exam Code: ISO20KF
- Exam Name: ISO / IEC 20000 Foundation
- Updated: Sep 12, 2026
- Q&As: 116 Questions and Answers
About EXIN ISO / IEC 20000 Foundation : ISO20KF exam dump
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EXIN ISO20KF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Management System (SMS) | - ISO/IEC 20000 structure and purpose - PDCA (Plan-Do-Check-Act) cycle in service management |
| Service Level Management | - Service reporting and monitoring - Service Level Agreements (SLA) |
| Continual Improvement | - Measurement and performance evaluation - Improvement of service quality and processes |
| Service Management Processes | - Release and deployment management - Control processes (incident, problem, change management) - Service delivery processes |
EXIN ISO / IEC 20000 Foundation Sample Questions:
Question #1
What is the definition of Availability?
- A. 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
- B. a record containing details of which Configuration Items (CIs) are affected and how they are affected by an authorized Change
- C. a snapshot of the state of a service or individual Configuration Item (CI) at a point in time
- D. the ability of a component or service to perform its required function at a stated instant or over a stated period of time
Correct Answer: D 🗳️
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Question #2
Which of the following is an ISO/IEC 20000 requirement relating to the service management plan?
- A. it must include the documented procedures specified by the standard
- B. it must include the scope of the organization's service management plan
- C. it must be available in at least one hard copy and approved
- D. It must never include any know-how of the organization
Correct Answer: B 🗳️
Question #3
Which processes should the Plan, Do, Check, Act methodology be applied to?
- A. the Planning & Implementing Service Management process
- B. those that support business critical services
- C. the Requirements for a Management System process
- D. all of the processes in scope of ISO/IEC 20000
Correct Answer: D 🗳️
Question #4
Customer satisfaction measurement is an important activity in the Business Relationship Management process. What is the objective of Customer satisfaction measurement?
- A. to reduce Incidents during the service delivery process
- B. to optimize the resolution processes so that service levels are exceeded
- C. to gather information about potential new services that might be interesting for the end users of the services
- D. to enable the Service Provider to compare performance with the Customer satisfaction targets and previous surveys
Correct Answer: D 🗳️
Question #5
Which of the following is a best practice for Capacity Management?
- A. The Service Catalog should be maintained and kept up-to-date.
- B. The resilience of the infrastructure components should be measured and included in the Capacity plan.
- C. A Capacity plan documenting the actual performance and the expected requirements should be produced at least annually.
- D. Decisions about service provision should be based on cost effectiveness comparisons.
Correct Answer: C 🗳️
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