Prepare with EXIN ISO20KF exam torrent, pass for sure
Last Updated: Oct 12, 2026
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EXIN ISO20KF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Level Management | - Service reporting and monitoring - Service Level Agreements (SLA) |
| 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) - Service delivery processes - Release and deployment management |
| Topic 4: Service Management System (SMS) | - ISO/IEC 20000 structure and purpose - PDCA (Plan-Do-Check-Act) cycle in service management |
EXIN ISO / IEC 20000 Foundation Sample Questions:
What should Quality Management Systems encourage organizations to do?
- A. To define as many metrics as possible for each process to ensure strong control
- B. To achieve the lowest cost of service provision
- C. To achieve the maximum level of service possible
- D. To define processesthat contribute to customer acceptance of services
Correct Answer: D 🗳️
What is the purpose of a Problem review?
- A. To seek improvements to the process and to prevent recurrence of Incidents or mistakes
- B. To prevent computer systems from having too limited disk space so that capacity problems will not occur
- C. To restore the service to normal operating conditions as soon as possible
- D. To provide expert help on risk assessment for optimization of security procedures
Correct Answer: A 🗳️
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
Correct Answer: D 🗳️
What details should be recorded as a baseline prior to implementing a plan for service improvement?
- A. number of staff involved
- B. time taken to operate the process
- C. service quality and levels
- D. backlog of changes for the service
Correct Answer: C 🗳️
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Which of the following must be included within the Service Management plan?
- A. Return to normal working
- B. Tools as appropriate to support the processes
- C. Information security controls
- D. Configuration Item (CI) type
Correct Answer: B 🗳️
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