Prepare with EXIN ISO20KF exam practice material, pass for sure
Updated: Jul 14, 2026
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EXIN ISO / IEC 20000 Foundation Sample Questions:
1. Problem Management is responsible for carrying out trend analysis of Incident volumes and types. What is the reason for this?
A) to be able to provide reports to management
B) to provide input to the Capacity Database
C) to be able to charge to the correct users of the service
D) to prevent repetitive occurrence of Incidents
2. What is the objective of Service Level Management?
A) To ensure a sufficient amount of Capacity has been designated in order to achieve agreed service levels
B) To define, agree, record and manage levels of service
C) To establish and maintain good relationships with Customers
D) To ensure that agreed service Availabilitycommittments to customers can be met in all circumstances
3. What triggers a re-test of the Availability and Service Continuity plans?
A) significant periods of unplanned non-availability
B) a major disaster having occurred
C) six months having passed since the last test
D) a major change to the business environment
4. What does the concept of "quality" comprise?
A) gaining ISO/IEC 20000 certification
B) maximizing utilization of personnel capacity
C) execution of Service Level Agreements (SLAs) only
D) satisfying customer requirements
5. Top management needs to ensure that its employees are aware of the relevance and importance of their activities. What else do all employees need to be aware of?
A) how they contribute to the achievement of the Service Management objectives
B) how they can provide policies and a framework for a Management System
C) how they contribute to the total salary reduction
D) how they contribute to the Total Cost of Ownership (TCO)
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: B | Question # 3 Answer: D | Question # 4 Answer: D | Question # 5 Answer: A |
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