Exam Name: ISO / IEC 20000 Foundation
Certification Provider: EXIN
Corresponding Certification: Exin Certification
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EXIN ISO20KF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Level Management | - Service Level Agreements (SLA) - Service reporting and monitoring |
| Topic 2: Continual Improvement | - Improvement of service quality and processes - Measurement and performance evaluation |
| Topic 3: Service Management Processes | - Control processes (incident, problem, change management) - Release and deployment management - Service delivery processes |
| Topic 4: Service Management System (SMS) | - PDCA (Plan-Do-Check-Act) cycle in service management - ISO/IEC 20000 structure and purpose |
EXIN ISO / IEC 20000 Foundation FAQs: Straight Answers
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The EXIN ISO / IEC 20000 Foundation is the official EXIN exam behind the ISO/IEC 20000 Foundation certification at the Foundation level. It's how the vendor verifies that your skills meet its standard — and how employers know they do. Related credentials include IT Service Management, ISO/IEC 20000 Foundation, useful context if you're mapping a longer certification path.
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The EXIN ISO / IEC 20000 Foundation blueprint divides into 4 domains, with Continual Improvement, Service Management System (SMS), Service Management Processes among the headline areas. Let the weightings steer your hours — they tell you where the questions concentrate. The full outline above shows every subtopic.
No formal prerequisites required. Basic understanding of IT service management is recommended. Vendor policies evolve, so before booking, confirm the latest eligibility details on the official exam page (official ISO20KF exam information).
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EXIN ISO / IEC 20000 Foundation Sample Questions:
What does an IT service definition include?
- A. the use of IT to improve employee satisfaction within the organization
- B. the use of IT to support the organizations internal business processes
- C. the use of IT to support the business processes of suppliers and partners
- D. the use of IT to support the customers business processes
Correct Answer: D 🗳️
What does a quality policy aim to define?
- A. the legal obligations that the organization must fulfill
- B. the formally expressed quality intentions and direction of an organization
- C. the requirements of the customer as stated in the Service Level Agreement (SLA)
- D. the requirements of ISO/IEC 20000
Correct Answer: B 🗳️
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What is a Configuration Baseline?
- A. A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time
- B. A configuration audit report
- C. The change requests allocated to a release
- D. A benchmark of the service provider's capability
Correct Answer: A 🗳️
The success and failure of Releases shall be measured. What is included in these measurements?
- A. the frequency and types of Releases
- B. the Release dates
- C. the Request for Change (RFC)
- D. the Incidents related to a Release in the period following a Release
Correct Answer: D 🗳️
What is required to be included in Release Management procedures according to ISO/IEC 20000?
- A. the investigation and prevention of Security Incidents
- B. the authorization and implementation of emergency Changes
- C. the recording of all reported Incidents
- D. the updating and changing of configuration information and Change records
Correct Answer: D 🗳️
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