EXIN : ISO20KF Questions & Answers
Last Updated: Aug 29, 2026
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EXIN ISO20KF Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Relationship Processes | 5% | - Business relationship management - Supplier management |
| Control Processes | 10% | - Configuration and release control - Change management |
| Resolution Processes | 5% | - Problem management - Incident management and service request management |
| The Service Management System (SMS) | 35% | - Structure and requirements of ISO/IEC 20000-1:2018 - Support, operation, performance evaluation, and improvement - Organizational context, leadership, and planning |
| Introduction to IT Service Management | 35% | - Purpose, benefits, and scope of ISO/IEC 20000 - PDCA cycle and continual improvement principles - Core concepts of ITSM, services, customers, suppliers |
| Service Delivery Processes | 5% | - Capacity, information security, and financial management - Service level management, reporting, continuity, availability |
| Service Design and Transition | 5% | - Objectives and key activities |
EXIN ISO / IEC 20000 Foundation Sample Questions:
Question 1
What is the purpose of CobiT TM ?
A. To provide a uniform structure to understand, implement and evaluate IT capabilities, performance and risks
B. To provide a set of detailed practices on how to implement processes and is therefore well suited as a process implementation tool
C. To provide a high level process model that organizes a broad range of IT activities
D. To provide a certified measurement framework that legally provides proof of meeting the Sarbanes-Oxley (SOX) requirements
Question 2
Where are agreements regarding Service Delivery and its relationship to Security Management recorded?
A. in a Capacity Plan
B. in a Configuration Management Database (CMDB)
C. in a Service Level Agreement (SLA)
D. in a Definitive Software Library (DSL)
Question 3
According to ISO/IEC 20000, what is the minimum frequency for the Service Provider and the Customer to attend a service review meeting for discussing changes to the service scope?
A. quarterly
B. only when there is a businessneed to change the service
C. annually
D. monthly
Question 4
How should the Deming cycle be used?
A. as a model to be used during the design phase of the service
B. as a model to calculate the costs of service improvement
C. as a model for customer orientation
D. as a model for continual improvement
Question 5
Why is it important for Service Providers to provide documents and records?
A. to ensure effective planning, operation and control of Service Management
B. to be able to uniquely identify and record all Configuration Items (CIs) in the Configuration Management Database (CMDB)
C. It is part of the requirements (evidence) to become ISO/IEC 20000 compliant.
D. to ensure employeesare aware of the relevance and importance of their work activities
Solutions:
| Question 1 Answer: A | Question 2 Answer: C | Question 3 Answer: C | Question 4 Answer: D | Question 5 Answer: A |
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