Free EXIN ISO20KF Practice Test & Real Exam Questions

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

Exam Questions: 116
Updated On: Jun 20, 2026

Question #1

What is a benefit to an organization when the services are delivered according to ISO/IEC 20000?

A. The organization becomes morecustomer focused.

B. The organization behaves in a socially responsible way.

C. The organization hasless suppliers to deal with.

D. The environmental needs of the employees in the organization are well looked after.

Discussion 0

Correct Answer: A Vote an answer

Question #2

What should planning for new or changed services include?

A. trends in Capacity growth of the current applications

B. major non-conformities to all Underpinning Contracts (UCs)

C. recent Problems and Known Errors in the desktop environment

D. budgets and staff resources

Discussion 0

Correct Answer: D Vote an answer

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Question #3

What is the primary purpose of analyzing Change records?

A. to check if related Incident records are adequately closed

B. to provide input to the Service Reporting process

C. to be able to open a new Problem record, so proactive identification of Incidents is possible

D. to detect increasing levels of Changes and emerging trends

Discussion 0

Correct Answer: D Vote an answer

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Question #4

Which of the following is used for the assessment of maturity of organizations?

A. MOF

B. ITIL

C. CMMI

D. CobIT TM

Discussion 0

Correct Answer: C Vote an answer

Question #5

What is the recommendation with regard to the implementation of an emergency Change?

A. Where possible the Change process should be followed.

B. There is a separate process for emergency Changes.

C. Only the senior manager should authorize emergency Changes.

D. The Change process should be completely bypassed.

Discussion 0

Correct Answer: A Vote an answer

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Question #6

Who conducts the "first party audit"?

A. The IT Service Management organization itself

B. Customers of the IT Service Management organization

C. An external independent organization

D. Other persons on behalf of the Customer

Discussion 0

Correct Answer: A Vote an answer

Question #7

Which statement below is not a purpose of Supplier Management procedures?

A. That the suppliers understand their obligation to the Service Provider

B. That business transactions between all parties are recorded

C. That it is made clear that the supplier cannot subcontract part of the delivered services to the Service Provider

D. That information on the performance of all suppliers can be observed and acted upon

Discussion 0

Correct Answer: C Vote an answer

Question #8

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

A. Six Sigma

B. MOF

C. ITIL

D. CobIT TM

Discussion 0

Correct Answer: A Vote an answer

Question #9

Security controls shall be documented. What will the controls be related to?

A. staff

B. risks

C. locations

D. services

Discussion 0

Correct Answer: B Vote an answer

Question #10

Which of the following standards was the forerunner to ISO/IEC 20000?

A. BS 15000

B. BS 1968

C. BS 7799

D. BS 8800

Discussion 0

Correct Answer: A Vote an answer

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